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Holistically Approaching a Frazzled Customer Service Professional - FCR - ContactCenterWorld.com Blog

Holistically Approaching a Frazzled Customer Service Professional

How committed are you to getting that deposit back when you purchase and consume a beverage in a recyclable container? I was committed enough to go to my local grocery store — that was before I realized I had to process each can and bottle by hand and the machines wanted to scan every barcode. No thanks.

After a bit of searching I found a local place called BottleDrop and was pleased to learn that they’d give me special bags with labels that I can take home, fill, and drop off full of recyclables. They take care of the processing and deposit the money into my account. It’s a great deal.

On a recent visit, I had a quick customer service question for the woman behind the counter. Before I could ask my question, she blurted out in a rushed tone of voice, “If you’re here to ask for more bags, we’re all out.” I responded with something like, “Thanks for letting me know. I was actually wondering if you can help me get a new BottleDrop card. I seem to have lost mine.” The rest of the interaction was fine. She was able to help me with my question and told me where to go and who to call to get a new card.


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It’s the quick and somewhat frazzled response that stuck out to me as I reflected on that customer service experience. One bit of context that’s worth mentioning is that this particular location is typically crowded with a variety of folks — especially those who are either homeless or are near homelessness and recycling is a major source of their income. It’s a volatile crowd and I’ve witnessed altercations on some of my visits. I wouldn’t consider it an easy environment to do customer service.

I couldn’t help but wonder how this environment might take a toll on the woman who assisted me. How many times had a customer yelled at her that day? How many fights did she break up? How many times did she have to deliver the bad news that they were out of bags? How many times did she have to defer to someone else because she wasn’t empowered to take care of the customer?

What do you make of this encounter? It would be easy to solely lay the blame on the customer service professional but that seems a bit unfair to me. As we assess this more holistically, I have three recommendations.

Recommendation #1 - Alleviate product and policy pain points.

Before coming down hard on a frazzled customer service professional, all leaders should first ask what events led them to be that way. And trust me, if you as a manager or business owner take the time to ask your agents, they will tell you in as much detail as you want to hear the problems they’re experiencing. Whether it’s through round table discussions, one on one conversations, or shadowing your agents while they serve customers, take the time find out those issues that frazzle your team and do anything and everything to make improvements and alleviate those pain points.

Recommendation #2 - Emphasize the importance of self care.

One difficult customer is one thing. A day full of them is entirely another. I can remember times as a manager where our queue was out of control and it completely stressed my team out. I’ve also been in their shoes a time or two. I would often tell them, “The queue is mine to worry about, not yours. I don’t need you to be a hero. I just just need you to be the very best you can be on the call you’re currently on.” In busy situations, some agents might attempt to shoulder the load on their own. While the sense of responsibility is appreciated, it’s also a fast track to burnout. My friend Jenny Dempsey says,

“In order to take the best care of others, we must first take the best care of ourselves.”

Make sure this is happening on your team. This means quality breaks, healthy snacks, plenty of rest, and a good work life balance. If you want to hear more, Jenny is speaking on this topic at the upcoming Zendesk Relate Conference.

Recommendation #3 - Coach for better people skills.

I intentionally put this one third in the order of recommendations. It’s so easy when receiving less than stellar customer service to blame the agent. And yes, even though there are challenging issues and incredibly stressful situations, agents can still choose a great attitude. In the scenario above, they need to take the time to carefully listen to the customer before jumping to conclusions. Regularly coaching your agents reinforces the experience your customers should receive.

In my opinion, frazzled customer service service professionals are frazzled for a reason. By working to alleviate the root cause of the stress and developing them both personally and professionally, you’ll have both happier agents and happier customers.

Source: http://www.gofcr.com/holistically-approaching-frazzled-customer-service-professional/

Publish Date: October 20, 2018 5:00 AM


2021 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.

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.

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.

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)

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.

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.

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.

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

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
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