The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers - StarTek - ContactCenterWorld.com Blog
The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers
Human dialogue science is the future of contact centers. Genuine human dialogue has a more powerful influence over customer experience outcomes than all other factors combined. This powerful human element can make or break your customer brands. Effective human dialogue is not bound by global geography, culture or language.
More powerful than machine learning in the contact center
As brands jump to AI, chat bots and machine learning in the contact center, their most valuable resource is sitting right there – their frontline engagement specialists.
STARTEK’s Dialogue Expert, Ted Nardin, has analyzed thousands of contact center engagements in STARTEKs’ Dialogue Lab. Working with renowned communication expert, Dr. James Keaten, they’ve discovered what no machine could ever successfully replicate – genuine human dialogue.
Regardless of what country the conversation was in, or what language was being spoken, the ability of the engagement specialist to engage in genuine human dialogue drove higher CSAT or NPS scores across the board.
Click here for the rest of this fascinating conversation.
Publish Date: May 25, 2017 5:00 AM
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