RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. After ensuring understanding, call coaching focused on exceeding customer expectations from greeting to close. to more than 1% of call volume.

The SBR Balancing Act

Contact Center Pipeline

Call routing call center call routing call-flow design contact center occupancy service level skills-based routingSkills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years.

Growing Prominence of the SIPREC Call Recording Standard


Companies record calls for a several reasons – Regulatory Compliance, Improve Agent Performance, Improve Customer Satisfaction, Dispute Resolution. The growing number of use cases for call recording has companies expanding their use to more and more departments, and in some cases, throughout their entire organization. With this expansion, companies are looking for a more efficient, scalable and cost-effective way to record calls - SIPREC is the answer.

The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

Robert Davis

How much money does your company spend marketing products and services, which generates calls into your contact center? If you are holding your marketing budget steady: Is the call flow encouraging what we call a Quality Conversation approach ( [link] ) to maximizing the outcome of each call?

3 Ways to Enhance Customer Experience in the Call Center


Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. The level of service received in a call center can determine whether or not customers continue to do business with a particular company.

Voicebots in Aspect Via® – How to Collect Sensitive Data in the Call Center Securely and Conveniently


Aspect Via® offers a new feature that combines the best of two worlds: the human touch from agents to handle cases efficiently and professionally, and the controlled security of an AI-powered voicebot/IVR (a “digital employee” that collaborates with the live agent) to collect credit card numbers and similar sensitive data automatically without exposing the agent to that portion of the call. A typical call flow could look like this: A customer talks to an agent on a recorded line.

Measure to manage customer experience


Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT).

Managing Knowledge Transfer During Contact Center Outsourcing Transition


Use a Knowledge Base or Call Libraries— Where knowledge gaps are identified, a knowledge base platform can ensure that fixes are well documented and that the information is easily accessible to all agents. Managing Knowledge Transfer During Contact Center Outsourcing Transition.

The SBR Balancing Act

Service Agility

SBR comes in many forms, is exceedingly powerful, and may be the least understood and most error-prone piece of technology you can find in a contact center (for a classic example of how to make a huge mistake with SBR, read the example in call-out 1). While often passed off by the vendor as SBR, multi-skilling is really just the ability to allow an agent to take calls from two or more different queues. Then start working on options for the call surplus condition.

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The Benefits of Call Centers with Remote Agents

Outsource Consultants

In a recent article , David Greenberg discusses how call centers are constantly trying to stay up-to-date with their technology and their service in order to satisfy modern customers. He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for: 1) Build meaningful collaboration into the way agents work and solve problems. 5) Prepare to manage cost in context with call flow and flexibility.

What is REALLY happening on your contact center floor?

Robert Davis

Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls from several agents or sat in on a training session for my front line?” I realize you have a lot of meetings and conference calls, and sometimes you need quiet with no interruptions. Listen to many calls. Recently, we listened to calls of top sellers for a client.