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

Robert Davis

SEPTEMBER 17, 2018

And after a live person says “Hello, thank you for calling…,” what happens? Does the agent take time to discover the true reason for the call? Based on discovery (in a sales environment), does the agent present the right solution with a compelling offer and assumptive close? Winning Call Flow: The Quality Conversation.

Call flow 48

Call flow Upselling Customer retention Contact Center 48

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Investing in quality management and assurance enables you to deliver seamless customer service, as well as keep customer churn rates at a minimum.

Quality management 52

Quality management Call Center Management Contact Center 52

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 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

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