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When Friendly Customer Service is Secondary - FCR - ContactCenterWorld.com Blog

When Friendly Customer Service is Secondary

Shortly after moving to Eugene, Oregon I discovered that the Willamette Valley, which stretches from Portland to Eugene and sits between the coastal and Cascade mountain ranges, is the grass seed capital of the world? Seriously, grass all over the world is grown from seeds produced here.

What that meant for me was that during grass pollen season, which is roughly the entire month of June, I could not go outside without sneezing uncontrollably. It was bad and no amount of drugs was going to make it better. In desperation I went to an allergist who got me on allergy shots. The gist of allergy shots is that they figure out what you’re allergic to and then inject you with a little bit of it on a regular basis so your body can build up an immunity. Fast forward a few years and I can go outside in the month of June without drugs and maybe just a few sneezes. Allergy shots really work.

One thing about these allergy shots is that we’re required to sit in the lobby for thirty minutes after the shot so the nurses can monitor us just in case there’s a bad reaction. In general everyone does their time without incident. The other day I was sitting in the lobby and about ten minutes in I felt a tickle in my throat and a strong need to cough. Perhaps it was a small reaction to the shots but nothing serious.

So I coughed and within a few seconds a nurse came out from the back and asked, “Who coughed?” She then looked at me and asked, “Was it you? Are you feeling OK.” I told her I felt fine and she gave me that look like Robert De Niro gives Ben Stiller in “Meet the Parents.” That looks that says, “OK, but I’m watching you.” I had to cough more but I held it in for the remaining (very uncomfortable) twenty minutes to avoid being questioned further.

Keep in mind also that there were 15-20 other folks in the lobby, so I was slightly embarrassed at being called out in front of a room of people. You may think I like attention, but I don’t — not that kind at least. When the nurse called me out I turned bright red and felt like I was in trouble.

I’ve thought about this experience quite a bit, wondering if there’s any way it could have been handled differently — preferably in a way that didn’t embarrass me. I’ve come to the conclusion that the nurse did exactly what she was supposed to do. Her job is to administer shots and she always mixes in great customer service skills while doing so. But then after the shot, it’s her responsibility to make sure I don’t have an adverse reaction — or worse — die!

When you put it that way, my feelings and whether or not I’m embarrassed at being called out in front of a room of people is secondary. The nurse is trained to listen for sniffling, sneezing, and coughing and is required to respond quickly to make sure everyone is OK. We can see that responding with the appropriate urgency and accurately assessing the situation is the only thing that matters in that moment. The ability to do this with grace and poise is an added bonus, but again, comes in a distant second to making sure I don’t die.

Does your company have these sorts of life or death situations where time is of the essence? This most certainly applies to first responders, medical professionals, 911 dispatchers, and roadside assistance. There’s a fine balance here for sure and it requires the appropriate customer service skills and response in the moment. If you work in such a profession or have worked there in the past, I’d love to hear your thoughts and stories on balancing great customer service with the urgency of the moment.

Source: https://www.gofcr.com/when-friendly-customer-service-is-secondary/

Publish Date: February 20, 2019 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
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.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
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)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from FCR

Recent Blog Posts:
When Friendly Customer Service is SecondaryFebruary 20, 2019 5:00 AM
Customer Service Edge Cases. To Empower or Not to Empower?January 18, 2019 5:00 AM
FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019January 11, 2019 5:00 AM
How Chat Analytics Differs from Voice AnalyticsJanuary 3, 2019 5:00 AM
Sad and Happy GoodbyesDecember 21, 2018 5:00 AM
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)December 14, 2018 5:00 AM
A Miscellaneous Lot of Thoughts on Quality ScoringDecember 10, 2018 5:00 AM
7 Essentials for a Customer Service Voice and Style GuideNovember 29, 2018 5:00 AM
The Customer Service Advice We’re Thankful ForNovember 21, 2018 5:00 AM
Customer Experience Insights From the InnovatorsNovember 15, 2018 5:00 AM

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