Call Center Call flow Coaching Consulting 
Robert Davis
NOVEMBER 10, 2018
Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Before supervisors can coach mastery, RCDA helps them become masters themselves. Press Release.
Robert Davis
FEBRUARY 21, 2017
By Lisa Pustelak , RCDA Senior Consultant. Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? Observe multiple coaching sessions. What about training?
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Robert Davis
AUGUST 6, 2018
Although we believe this is a smart strategy to acquire new customers, it requires alignment with contact center leadership, workforce management, recruiting and training to achieve success. Are supervisors experts in coaching and development and building world-class teams? A Quality Conversation of our own.
Robert Davis
SEPTEMBER 17, 2018
Winning Call Flow: The Quality Conversation. The Quality Conversation robust call flow includes a warm and enthusiastic greeting, full discovery, a solution based on WINs, a compelling offer, a process for overcoming objections, and an assumptive close. And it’s imperative, now more than ever.
Robert C. Davis and Associates
AUGUST 6, 2018
Although we believe this is a smart strategy to acquire new customers, it requires alignment with contact center leadership, workforce management, recruiting and training to achieve success. Are supervisors experts in coaching and development and building world-class teams? A Quality Conversation of our own.
Robert Davis
MARCH 2, 2017
RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace.
Robert Davis
NOVEMBER 18, 2019
In fact, they might even be called miraculous! After improving the call flow and training agents how to have a Quality Conversation ( [link] ), and after putting robust coaching and development tactics in place for supervisors, this client’s NPS score climbed to 80+ consistently within three months, 10 points above the industry average.
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