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A Day In The Life Of Your Callers

Companies looking at speech recognition for the first time should first understand a day in the life of their callers. Really understand who will be calling in, why they want to use the system and when they want to use it. If you can answer those basic questions it will really help you plan out and design speech technology into your call center. Also, think about, and define the image that you want to present to the people calling into the call center. With audio you can really create a nice brand and image for your company. The final tip is to follow up with your callers. The first time that people use the system they may have problems and it is very important to understand that. You really want to understand how they are using the system and the problems that they may be having so you can make your service that much better for your customer. - Amol Joshi of BeVocal

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TIPS

1. Always tell them when they do something wrong and never praise them when they do something right
2. Tell them what to do – never ask for their opinion
3. Criticize them in public
4. Expect them to be flexible when you are not
5. Cancel trainin... Read More...

May 31, 2020 5:00 AM
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1. Rolling your eyes, ‘tutting’ etc. when they make a suggestion you don’t like
2. Telling them off for things that you still do as a Manager
3. Always rewarding the highest achievers – not the best improvers
4. Never saying thank you to staff
5.... Read More...

May 30, 2020 5:00 AM
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