Skill transfer by Robert C. Davis and Associates: In contact center training and coaching, skill demonstration leads to sustainable adoption

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO In my last post, I wrote about the value of Robert C. Davis and Associates’ proven skill transfer model for contact centers. I covered the first step of the skill transfer process – Explain – with an example of how it sounds. Today, let’s look briefly at Step 2...

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Skill transfer by Robert C. Davis and Associates: The proven skill transfer model for contact centers begins with a clear explanation

Five-part series Part 1 | Part 2 | Part 3 | Part 4 | Part 5 By Brad Baumunk, President and COO Happy 2020! May it be the best year ever for all of us. During a recent site visit, I did tri-levels with supervisors (observer-coach-agent) with the goal of observing our recent skill transfer training in action. As I organized my day and interacted with supervisors to get on their...

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But we had training on that!

By Brad Baumunk, President and COO, Robert C. Davis and Associates I was sitting in on a company calibration between the client and the contact center BPO. The call we listened to was not good at all – three auto fails, and no real demonstration of how to use the call flow. When the call ended, there was an awkward silence in the room. Finally the ops manager for the BPO spoke up...

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Making the difference between good and great in contact centers

By Brad Baumunk, President and COO, Robert C. Davis and Associates Jim Collins wrote the best-selling book Good to Great, and we see good daily in our clients’ contact centers. Many of the people we encounter in our contact center work are good but not disciplined and consistent enough to be great. Every day, our contact center consultants focus on adherence to processes and...

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To be or not to be world-class

By Bob Davis, Founder and CEO, Robert C. Davis and Associates Creating a world-class customer experience has been a top focus in contact centers for many years. While companies state this as a goal, few can truly claim a world-class customer experience or significantly differentiate themselves from competitors in their own industry.  “To be, or not to be? That is the...

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