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. We take this approach when developing call flows, in our interactions in leadership development and in teaching leaders how to use this approach with their people. RCDA Results.
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.
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Balto
NOVEMBER 28, 2023
That’s where a QA scorecard becomes useful — it serves as a tool for both agents and managers to evaluate customer interactions and touch on the pitfalls that lead to missed opportunities and frustrated customers. Call flow: how well the agent is directing the call flow and whether they’re sticking to the script.
Call Experts
SEPTEMBER 1, 2022
An automated phone answering system can create time and money for your business by answering phone calls automatically and presenting callers with options immediately. Being known as the company offering the best support will boost your customer retention rates. . This would only allocate calls to agents during business hours.
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. Spending marketing dollars, and doing so with the right focus, is critical to driving sales at the contact center level. Contact Robert C.
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. Spending marketing dollars, and doing so with the right focus, is critical to driving sales at the contact center level. Contact Robert C.
ProProfs Blog
DECEMBER 22, 2020
In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Focus on capturing regular customer feedback.
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