Committing To A Coaching Culture In The Contact Center Wins Significant Rewards
By Brad Baumunk, President and COO, Robert C. Davis and Associates I have had a love-hate relationship with my TV/internet/home phone and mobile phone provider for 10 years. Yes, they provide all-in-one billing and one company to call for any issue, and you get discounts for having multiple services bundled. This also makes for a challenge, because every time I need to call, I get...
Read MoreOptimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction
By Brad Baumunk, President and COO Think about your last experience calling a customer care line. Were you able to solve your issue using an automated system without human interaction? Today we read a lot about artificial intelligence (AI) and other new solutions in the contact center marketplace that providers claim will help improve the customer experience (CX). Clearly, if implemented with...
Read MoreImproving CX (and Other Desired Results): The Quality Conversation Imperative
By Brad Baumunk, President and COO, Robert C. Davis and Associates What differentiates you from your competition? In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system. Is it easy to navigate? When they need or want to speak with a live person, can they connect with someone...
Read MoreContact center insights: Realize the value of teaching your people how to fish
By Brad Baumunk, President and COO, Robert C. Davis and Associates We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.” In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method. With skill transfer, we use...
Read MoreThe key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation
By Brad Baumunk, President and COO How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month. Although we...
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