We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.
This might help with agent training…. (more…)
There has been a lot of hype recently about emotion detection. Many people have been unsure of how well it works, or if it even exists!
We asked our panel of experts for their opinion. (more…)
Managing customer expectations is important, exceeding them is critical.
Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this. (more…)
In an era of pre-written scripts, tight procedures, strict call times and intelligent software, it’s difficult to avoid “robot syndrome”. Tom Robinson examines, how we can stay as ‘fresh as a daisy’… (more…)
When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving. Simon Rustom provides some advice on how to avoid ‘Survivor Syndrome’. (more…)
Remember being sent off to another country for a language exchange? Here is the example of another company that is doing this with two of its call centres.
Could we all benefit from a period of time in another call centre? Jonty Pearce investigates. (more…)
Rapport building is an integral part of the communication process. Lack, or absence, of rapport can fundamentally affect the outcome of any conversation. Christine Knott shares her top tips with us… (more…)
What can call centre managers do to improve agent empathy skills? (more…)
It’s easy to develop rapport with someone when you meet them face-to-face. A friendly handshake, the right amount of eye contact: these are the things that build connections. But exactly what do you do when you’re trying to achieve rapport building over the phone? Nick Drake-Knight addresses this very issue. (more…)
Question: I manage a public sector contact centre where our people have to cope with complex calls - frequently covering a number of queries from the one customer. Our operators are trained to deal with difficult and often emotional conversations. But we’ve recently realised that we now need to start coaching our people in how to deal with angry customers too. We’re finding that customers are becoming a lot less patient on the phone, and sometimes our people are subjected to a barrage of verbal abuse that they simply don’t deserve. (more…)
