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President, Robert C. Davis and Associates (www.robertcdavis.net), a consulting firm in Alpharetta, Georgia. Firm specializes in improving sales, customer service and retention results in customer contact centers. Bob is also a partner in Surpass (www.surpasscalls.com), a highly specialized outsource call center.
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The Quality Conversation

English - Call Center, Customer Service, Retention
http://thequalityconversation.com
The Quality Conversation · 7M ago

How The Quality Conversation helps keep cable customers from cutting the cord

By Bob Davis Cable companies are faced with competition today like never before. Not only do they have to deal with traditional competitors, they also have competition from content owners, game consoles and cloud-based competitors. All of this has led to the practice called cord cutting. Whether
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The Quality Conversation · 8M ago

The Quality Conversation is the key to turning service into sales

By Bob DavisWe were three weeks into a service-to-sales project in a large customer contact center when I overheard the following comment from an agent passing the training room on her way to the break room.“I wasn’t hire to sell. I don’t care what they say,” the agent said. “I am not going to do it
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The Quality Conversation · 1Y ago

Driving newspaper revenues higher: 
How to sell more multimedia advertising over the phone

By Bob DavisOver the last few years, my company—Robert C. Davis and Associates (RCDA)—has been working with newspaper organizations to help them sell multimedia advertising. In some cases we have helped our clients build multimedia sales centers from the ground up. In others, the task has been to tr
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The Quality Conversation · 1Y ago

How one sales team stands out: One group of 12 leaves low morale behind

By Bob DavisImagine being, as I was recently, in a 400-seat customer contact center for a major telecommunications company. The vast majority of the representatives do their work in a mediocre, robotic way. Their job is to handle customer service calls and transition them into sales opportunities, b
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The Quality Conversation · 1Y ago

A virtual Ellis Island: Selling online services to digital immigrants—and to new arrivals on the docks

By Bob DavisRecently, the publisher and vice-president of advertising of a major newspaper sat down with me to listen to the recorded sales presentation by a 20-something online telephone sales rep in the newspaper’s multimedia sales center. It was an eye-opening experience. The prospect, a tire sto
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The Quality Conversation · 1Y ago

Customer contact center performance: Better attitudes, better bottom-line results come in three steps

By Bob DavisHow many people who work with you really love their work, or for that matter, love life? Many of us work with people every day who hate their jobs. So the question is, what can be done to help them feel better about themselves, what they do for a living, and life itself?Harvard professor
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The Quality Conversation · 1Y ago

Building a long-term customer relationship—and better bottom lines—starts with a Quality Conversation

By Bob DavisI had a positive customer service experience on the telephone this afternoon that I want to share because I believe it is an ideal example of how a call center representative can make not only a short-term gain for the company, but begin a long-term relationship that kicks off with a gre
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The Quality Conversation · 2Y ago

Non-traditional revenue sources could work wonders for newspapers

By Bob DavisThere I was, sitting in a customer retention call center for a major phone company listening to a top-performing customer retention rep talking to customers who wanted to cancel their service. The phone company was interested in my observations because of all the customer retention work
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The Quality Conversation · 2Y ago

The printed newspaper has all the value it needs to win back old customers—and win over the Internet generation

By Bob Davis A few days ago my wife, Kim, and I were standing in the checkout line at a grocery store. The clerk asked the middle-aged woman ahead of us if she had any coupons.“I wish I had some coupons,” said the woman, who was shopping with her two grown children. “But I canceled my newspaper subs
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The Quality Conversation · 2Y ago

Time to apply the power of prospecting

By Bob DavisI was having dinner with a group of some of the best sales people in the world. The occasion was an awards dinner for the best sales people who worked at Morgan Stanley. I was the guess speaker, but as is often the case, I learned more from my audience than they did from me.I sat next to
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