News & Insight

Archives: June, 2018
We’re Not Mind Readers – Why Communication Matters You’ve tried everything, but nothing you’ve implemented seems to have a significant or lasting impact on your customer satisfaction metrics. While standard approaches may help you meet certain goals like average handle time (AHT), they don’t significantly improve CSAT or NPS. What if a different approach existed that used human communication science to help your brand? Good news! It does. Read More
Building Rapport – Is it an Art Form? They say you never get a second chance to make a first impression. While the average first impression is typically created within half a minute, in the engagement (contact) center, that timeframe is dwindled to mere seconds. Something as seemingly trivial as the pitch, volume and rate of the engagement specialist’s (agent’s) voice, collectively referred to as “vocal prosody”, can impact the customer’s mood and determine whether or not they are likely to engage in the conversation.... Read More
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. Read More