The Quality Conversation



Sharing insights on how to change your customer contact culture, achieve dramatically improved results, and sustain world-class performance.

Friday, October 7, 2011

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

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By Bob Davis Cable companies are faced with competition today like never before. Not only do they have to deal with traditional competitor...
Wednesday, September 21, 2011

The Quality Conversation is the key to turning service into sales

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By Bob Davis We were three weeks into a service-to-sales project in a large customer contact center when I overheard the following comment f...
Tuesday, April 26, 2011

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

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By Bob Davis Over the last few years, my company— Robert C. Davis and Associates (RCDA) —has been working with newspaper organizations to he...
Tuesday, December 7, 2010

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

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By Bob Davis Imagine being, as I was recently, in a 400-seat customer contact center for a major telecommunications company. The vast majori...
Tuesday, November 30, 2010

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

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By Bob Davis Recently, the publisher and vice-president of advertising of a major newspaper sat down with me to listen to the recorded sales...
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About this blog"s author

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Bob Davis
Alpharetta, GA, United States
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 in the newspaper, cable, Internet service provider and other industries. Bob is also a partner in Surpass (www.surpasscalls.com), a highly specialized outsource call center. He can be reached at 678-548-1775 or bob@robertcdavis.net.
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