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Calming the Quit Reflex With Coaching - FCR - ContactCenterWorld.com Blog

Calming the Quit Reflex With Coaching

On this recent Father’s Day, my wife gave me a free pass to head to the mountains for a few hours to go fishing. I got all my fly fishing gear loaded in the car, including my float tube, and headed out. Upon arrival I quickly realized I had forgotten a critical piece of gear for being in the water: waders!

It was at that point that I put my fly fishing gear back in the car and resolved to bait fish from the shore. The only trout fishing I’ve tried with my kids has been bait fishing and we haven’t been terribly successful. That’s partly why I was fishing alone. Using this time to hone my bait fishing technique, I finally settled on the combination of a garlic marshmallow and a salmon egg fished off the bottom of the lake and then proceeded to catch my limit (5 fish) in less than an hour. And those trout tasted amazing after two hours in my smoker.

With my newly found knowledge, I was able to lure one of my kids to the lake with me later that week, sure we’d make a killing. Using the same bait combination we had bites nearly every cast. The tricky part with these bites was that they were incredibly subtle. In a matter of seconds a fish could run away with our bait, giving us little time to hook them.

I caught a couple fish pretty quickly. My son on the other hand fell victim to bait theft and quickly got frustrated — so much so that he was ready to throw in the towel. I call this the “Quit Reflex,” a point at which a task seems insurmountable, making quitting look like the best option. As a father I’d love to say that I handle all of these situations with grace and poise. My tendency, however is to say something in those moments that only escalates the situation further.

In this situation, I actually showed improved patience — perhaps because I really wanted to fish. I first asked my son to take a deep breath, encouraged him, and empathized with him as it had also taken me a little while to figure out how to catch these fish. That was enough to get him to keep trying. After another missed fish we decided to adjust our approach. I would hook his first fish for him and then he’d reel it in. That worked and he quickly caught a fish. At that point his whole demeanor shifted. The skunk was off his back and he was ready to fish. It wasn’t long before he had hooked and landed two fish all on his own. And shortly after that he asked if we could return the next day. Mission accomplished!

This experience got me thinking about coaching — an activity that’s a staple in our contact centers and a topic I recently wrote about on the ICMI blog. I have so much to learn on this topic, but here’s what I observed in this recent attempt to help my son catch fish:

  • Avoid the emotional response. When my son fired an emotionally charged statement like, “I’m done!” it would have been easy to respond and escalate the tone — something I have plenty of experience with. In this moment I was instead able to respond calmly and with empathy saying, “I know these fish can be a little tricky to catch.” This can be a major inflection point for our agents. Perhaps they’re new on the job and forgot a step in a process and are completely overwhelmed by the amount of information they have to remember. They may even be entertaining the thought of quitting. A lot hinges on how we respond in those moments.
  • Stay focused on their goal. After empathizing, I assured my son that I was there for him and that we’d work together until he achieved his goal of catching a fish. Ultimately, I was successful when my son caught a fish and wanted to go fishing with me again. It’s likely that we have a number of goals in mind when we’re coaching our agents. Help them understand what’s in it for them and work with them to achieve those goals.
  • Model the behavior. My son was having the most trouble hooking the fish so we resolved that I’d model the behavior by hooking the fish for him and letting him reel it in. Once he saw me do this a couple times he gained confidence that he too could do it. As coaches, have our team members observed us delivering the same level of customer service we want them to deliver to our customers? I’m talking about both internal and external support and that one took me a while to learn as a support leader.
  • Celebrate success. My son stuck with it and achieved his goal of catching a fish. I love catching fish but I REALLY love helping him catch fish. How often do we as coaches take the time to track progress and celebrate the successes along the way?

I’m sure you’ve gathered that I haven’t always managed my responses well in coaching moments both in personal and professional settings. Observing the impact my responses had on my son’s quit reflex was incredibly insightful for me as a coach. Take a moment to think about a situation where you coached someone through a frustrating situation. What worked well and what didn’t?

Source: http://www.gofcr.com/calming-the-quit-reflex-with-coaching/

Publish Date: June 25, 2018 5:00 AM


2021 Buyers Guide Artificial Intelligence

Page: 12
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

3.) 
Aktify

Aktify
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.

4.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

5.) 
Consilium Software

Consilium UniChAI™
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
(read more)

6.) 
ContactEngine

ContactEngine
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

7.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

8.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

9.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

10.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

11.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

12.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

13.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)

14.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

15.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

16.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

17.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

18.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

19.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

20.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions
 
Page: 12



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