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Improving CX (and Other Desired Results): The Quality Conversation Imperative

Robert Davis

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.

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What is REALLY happening on your contact center floor?

Robert Davis

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?”

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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. 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.

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8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

Find Ways to Improve CSAT It stands to reason that the more satisfied the customer, the higher the CSAT score, and the more profitable the business. Just a five percent lift in customer retention can boost a company’s profitability by as much as 75 percent, according to Bain & Company.

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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

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?

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

Robert C. Davis and Associates

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?