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ABCs of Mindful Customer Interactions - FCR - ContactCenterWorld.com Blog

ABCs of Mindful Customer Interactions

Imagine my astonishment when the training department received multiple requests to assist with phone anxiety in a contact center. Times have changed. We have a generation of colleagues that prefer text messaging over phone calls and communicate in that channel for most things. You can order food, schedule doctor appointments, confirm appointments, speak with your family and friends, and more via text. There isn’t a need to make a phone call EVER.

Speaking to strangers in this strange new channel has become a cause of anxiety. Some of our colleagues have reported an inability to answer calls due to fear and anxious thoughts. I needed to find a solution that could be implemented on the floor without harming our service levels or quality scores. An article that I had recently read from Lilli Powell, Professor, Darden School of Business, The ABCs of Mindful Interactions, came to mind. Her mindful interactions process was easily adapted for customer interactions proving that any activity can be done with mindfulness.

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What is mindfulness?

It is commonly thought that those who meditate hope to stop all thoughts and rest their minds in thoughtless peace. Thoughts happen. It is what we choose to do with them that matters. Returning to your breath when fear or anxiety begins to rise allows the feelings to move through you. Impossible? Not according to thousands of years of meditative practice.

Andy Puddicombe from Headspace teaches the practice of noting; a meditative practice that teaches folks how to note their thoughts and feelings that distract them while refraining from analyzing or placing judgement. Attempting to note all of your thoughts will become overwhelming. To put it simply, if it’s a thought, label it as thinking. If it’s a physical sensation, label it as feeling.

Dealing with thoughts and feelings is how mindfulness meditation works. When you notice that you are distracted by thoughts or feelings, note the emotion, whether it’s nervous, anxious, or fearful without analysis or judgement. Then gently bring your attention back to the object of your meditation (your breath). This is how to relate differently to distractions and increase your ability to focus and concentrate.

Let’s now apply this to contact center work.

A: Arrive

Before you answer a contact (chat, email, phone), transition into present moment awareness to fully “arrive.” Adjust your posture to be alert yet relaxed. Relax into your sitting posture with a few deep breaths.

After a few seconds of awareness of body, bring your attention to your natural breathing process.

B: Breathe

Once you’ve arrived, take stock of your breath. Keep in mind that inhaling brings you oxygen into the body, so if you need energy, breathe in deeply. Likewise, exhaling ejects carbon dioxide, so if you need to relax breathe out deeply.

You can use very soft mental labels to guide and sustain attention to the breath. “Rising/falling” for the abdomen and “in/out” for the nostrils. Let the breath breathe itself without control, direction, or force. Feel each breath from within the breath, not from the head. Feel the full breath cycle from the beginning through the middle to the end.

C: Connect

Answer the contact (chat, email, phone) and begin to shift from your stress response to one of curiosity and service. As emotions arise like nervousness, fear, or anxiety, simply note, “I am feeling nervous,” without evaluating whether it’s good or bad. Just notice that the nervousness is present. Refocus on the object of your meditation (your breath) and continue to serve the customer from a place of curiosity and service.

Remember, when an interaction meets some sort of resistance, either from your feelings, the customer’s behavior, or something external like a time crunch, it’s difficult to stay connected to your intentions, the other person, and the moment.  Our instincts may narrow our focus for self-preservation. Take a moment to recenter in an alert-yet-relaxed posture and grounded curiosity breathing.

Repeat with each contact.

At the beginning of this article, the anxiety around answering phone calls and a preference for texting may have led you to believe that I was specifically speaking about the millennial generation. In reality, I’ve found that contact center professionals of all ages experience anxiety in their pressure-filled roles.

Practicing mindfulness before, during, and after each interaction puts you in a much better position to recognize the anxiety as a feeling and not let it control you. Like any new practice, this might take a few extra moments at first, but as you practice and form a habit, you’ll find that you naturally flow into your next customer interaction without delay.

Source: http://www.gofcr.com/abcs-of-mindful-customer-interactions/

Publish Date: October 27, 2017 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.) 
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

8.) 
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)
 



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