Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Robert Davis

SEPTEMBER 17, 2018

In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system. Winning Call Flow: The Quality Conversation. By Brad Baumunk , President and COO, Robert C. Davis and Associates. Is it easy to navigate?

Call flow 48

Call flow Upselling Customer retention Contact Center 48

Robert Davis

FEBRUARY 21, 2017

By Lisa Pustelak , RCDA Senior Consultant. 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?”

Contact Center 48

Contact Center Coaching Call flow Consulting 48

Robert Davis

AUGUST 6, 2018

How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? At another client, there was a disconnect between product marketing and the contact center.

Contact Center 48

Contact Center Marketing Coaching Telecommunications 48

Robert C. Davis and Associates

AUGUST 6, 2018

How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? At another client, there was a disconnect between product marketing and the contact center.

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