The mandate to the engagement (contact) center is to improve customer satisfaction (CSAT) or Net Promotor Score (NPS) or first-call resolution (FCR)—or better yet, all three. But clearly traditional approaches to improving the customer experience—and the metrics that measure it—haven’t been working. Delivering scripted monologues or pre-written text in a chat window just doesn’t build the credibility, rapport, and trust that are needed to really move the needle on customer-facing metrics.
Instead, your engagement center needs to use the science of dialogue to deliver a true human conversation. That’s because only good dialogue (not chit chat) meets the needs and expectations of today’s consumer. Here’s why.
While some industry experts give lip service to personalized conversation between an engagement specialist (agent) and a customer, authentic dialogue that improves engagement and outcomes is much more than saying the customer’s name at certain points in the conversation or chit-chatting about the weather.
Instead, good dialogue is about using proven communication principles to adapt to the implicit needs of the customer and by doing so, gaining credibility, rapport, and trust. The result is that customers feel that someone is listening to them, they are being treated as unique individuals, they are understood, and can trust the people they are speaking with.
What makes for good dialogue that improves the outcomes of customer interactions? There are three hallmarks to look for:
Here’s a test: if the conversation could have been with any customer at any point in time, it’s not personalized or spontaneous. It’s simply a series of canned responses used at appropriate points.
On the other hand, if the conversation could only have happened at that time and with that particular customer, then it’s truly personalized and spontaneous. If it’s also professional, then you have the makings of good dialogue.
Once your engagement specialists learn and master the concepts of using the science of human communication to create good dialogue, you’ll see the marked difference in CSAT, NPS, and FCR. And that’s not idle chit-chat.
Publish Date: February 15, 2018 5:00 AM
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|3.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.
- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates
Putting the right person in the job role has become the key focus in the drive...
|6.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
|Prepping for one of the largest shopping events of the year – are you ready?||July 11, 2019 5:00 AM|
|Improve Patient Trust Through Dialogue||May 30, 2019 5:00 AM|
|Hello! How May A.I. Help You?||January 24, 2019 5:00 AM|
|Going Back to the Future with Human Connection in 2019||December 6, 2018 5:00 AM|
|CX Trends That Will Continue to Make an Appearance in 2019||November 29, 2018 5:00 AM|
|Black Friday, Small Business Saturday, Cyber Monday - Is your Customer Service Team Ready?||November 8, 2018 5:00 AM|
|Finding Your Social Voice – Tips from Our Social Media Expert||October 4, 2018 5:00 AM|
|Will Healthcare Customer Service Centers Be Staffed by Chatbots in the Near Future?||August 23, 2018 5:00 AM|
|Optimism is Contagious Especially in Customer Service||June 7, 2018 5:00 AM|
|Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is Important||May 10, 2018 5:00 AM|