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Optimism is Contagious Especially in Customer Service - STARTEK - ContactCenterWorld.com Blog

Optimism is Contagious Especially in Customer Service

Are you a ‘glass-half-full’ person or a ‘glass-half-empty’ person? Your answer may determine whether you are perpetually an optimist – someone who always thinks that good things will happen – or a pessimist – someone who always thinks that bad things will happen. Perhaps Winston Churchill said it best when he stated, “A pessimist sees the difficulty in every opportunity; an optimist sees the opportunity in every difficulty.” When it comes to the interactions your customers have with your brand, you can’t afford to have a pessimistic mindset. You must look for the opportunity in every customer engagement to improve customer facing metrics such as satisfaction, retention, sales conversion, and net promoter scores. How? Start by communicating optimism.

Eliminate the Negative

When consumers experience an unexpected expense on their wireless bill, issues with a new product they just purchased, or delays in receiving an online order, they understandably react in ways that demonstrate their frustration. These stressful situations are often charged with negative emotion, and more often than not, it’s your engagement specialists (agents) who must try to defuse the tension. One effective method is to communicate optimism by describing and explaining events, especially unfavorable occurences, in ways that diminish their ability to negatively impact emotions. Consumers who express their concerns pessimistically are often looking for reassurance that the situation or problem is neither permanent nor pervasive. How your engagement specialists handle the situation will determine the customer’s perception of your brand. Make sure your engagement specialists create a positive and lasting impression by following these three key tips:

  • Take direct responsibility for handling identified needs.
  • Make language choices that serve to frame the situation optimistically.
  • Discuss what can be done rather than what isn’t possible.

Accentuate the Positive

By now, you may be thinking that communicating optimism is a lot like looking through rose-colored glasses. However, optimism is not about glossing over difficulties and pretending that everything is perfect. Instead, optimism requires one to take control over a situation and fix the problem rather than avoid it. By using an optimistic frame and explaining problems as temporary and fixable, it’s possible to reduce the stress your customers feel, which increases their overall engagement in conversations with your brand.

Under the direction of our chief science officer, STARTEK helps clients leverage the principles of human communication to orchestrate the ideal customer engagement. This includes coaching engagement specialists to use meaningful phrases that are likely to evoke positive customer interactions while discouraging the use of phrases that are likely to confuse customers or cause negative repsonses.

In fact, STARTEK recently assisted a regional cable provider by deploying a solution that helped engagement specialists learn and adopt conversational habits that built emotional connection. By the end of the first year, the company had increased its Net Promoter score by 10% and decreased escalations by 26%.1 STARTEK can help your brand deliver similar results and bridge the gap between science and communication.

While no-win customer care situations are the new norm, they are also opportunities to deepen your engagement with customers and finally improve customer satisfaction and loyalty scores.

Source: STARTEK “Winning the No-win Situation Customer Care Situation” Jan. 2017

Learn how STARTEK helped a regional cable provider increase its net promoter score by responding to concerns optimistically and with emotional understanding. Or, visit our website at www.startek.com to learn more.

Source: http://www.startek.com/news/healthy-habits-communicate-optimism

Publish Date: June 7, 2018 5:00 AM


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)
PH: (+61) 406 501 368

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
PH: 617-723-6400

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
PH: 0217991445

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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Optimism is Contagious Especially in Customer ServiceJune 7, 2018 5:00 AM
Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is ImportantMay 10, 2018 5:00 AM

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