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

Transparent BPO

AUGUST 20, 2019

Well-trained agents who have the skills necessary to satisfy the customer is certainly one key to success. Turn Service Calls into Sales Opportunities Another way to turn the contact center from cost to profit is by training customer service agents to make relevant offers to customers when appropriate.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

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.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48