The contact center monthly performance review by Robert C. Davis and Associates: A brief look at each step in the process

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers (first post, second post). With a commitment to delivering MPRs that have been scheduled and prepared for, it is now time to hold them. So let’s take a brief look at each step in the process. Step 1 –...

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The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

By Bob Davis, Founder and CEO, Robert C. Davis and Associates The key to success for any meeting is preparation. Delivering contact center monthly performance reviews (MPRs) should take 30 minutes. Beforehand, leaders should expect to take 30 minutes to prepare. This includes reviewing the previous MPR, looking at any coaching completed during the month, and reviewing reports for KPI...

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Skill transfer by Robert C. Davis and Associates: In the contact center, successful skill transfer depends on ample feedback

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Here’s the last in our series on skill transfer for your contact center teams. We’ve covered the first four steps in our skill transfer model – explanation, demonstration, practice with coaching, and observation. Step 5, Feedback, is where you reinforce the right behaviors and make...

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Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

By Brad Baumunk, President and COO This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe. After you believe the trainee may have achieved an acceptable level of competence at a new skill, it’s...

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Skill transfer by Robert C. Davis and Associates: The doing phase of the skill transfer process for contact centers

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Here’s my next post in my series about our proven skill transfer model for contact centers. Some people love to practice and try new skills. Others don’t. As a leader, you must be persistent during Step 3 of the skill transfer process – Practice with Coaching. Remember, people...

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