EPIC Connections

JUNE 26, 2019

Contact centers are metrics-driven organizations. Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. Maximize your human capital investment.

Call Center 28

Call Center Call flow industry standards Contact Center 28

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.

Call flow 48

Call flow Upselling Customer retention Contact Center 48

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.

Contact Center 48

Contact Center Marketing Coaching Telecommunications 48

Robert Davis

FEBRUARY 21, 2017

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. Coaching is typically not done consistently let alone effectively.

Contact Center 48

Contact Center Coaching Call flow Consulting 48

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.

Contact Center 40

Contact Center Marketing Coaching Telecommunications 40

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.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management.

Quality management 52

Quality management Call Center Management Contact Center 52