The top words and phrases customers use to express their dissatisfaction
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!
Managing customer expectations is important, exceeding them is critical.




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.
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. 







