The Science of Conversation: Competitive Advantages Through the Call Center

Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, providing ongoing value to the customer doing business with your company.

Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, providing ongoing value to the customer doing business with your company. 

These methods are derived from scores of data and fueled by speech analytics. Does a bit more empathy equate to higher customer satisfaction? Does a certain phrase change the outcome of a negative conversation to a positive? With technology today, we can uncover the science of conversation and properly map out the best course for winning over customers in every engagement and the benefits of this science have the capacity to spread through an organization, even well beyond the call center.

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