To truly impact the customer experience, you need to do more than collect data. How will you use the information...in your call center, on your website, in social media engagement? Turn to Walsh Media for Contact Center Charisma!
8. CONTACT CENTER CHARISMA
Engage customers, and potential customers with
written and spoken language that makes
them feel as though you care.
Failing to do so
• can radiate a lack of good will
• leads to missed opportunities to win or retain customers
• spreads socially like a virus, prompting damage control
9. Common Approach to a “Let Down”
CONTACT CENTER CHARISMA
“I’m sorry. Your credit application has been declined.
Please consider applying again at a later time.”
Charismatic “Let Down”
“It seems your application has been declined. Your credit
report has a lot of influence in the decision. When was
the last time you reviewed it?
If you’d like, one of our advisors can help you get a copy
so you can review it for accuracy. Would you like me to
transfer you now?”
10. CONTACT CENTER CHARISMA &
CHUNKING
When it comes to chunking, less is more!
• The fluidity with which you can deliver data has advanced
• Memory is now inexpensive, so don’t fret the extra data
• Charismatic Chunking allows you to put emphasis where it
belongs for better communication and comprehension
Why not take advantage of these possibilities to deliver
a seamless message that’s easier to understand?
11. Traditional Chunking: 13 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balance
is
five
thousand
two
hundred
thirty
five
dollars
and
sixty
one
cents
12. Modern Chunking: 5 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balance is
five thousand
two hundred
thirty five dollars
and sixty one cents
13. Charismatic Chunking: 4 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balance
is five thousand
two hundred thirty five dollars
and sixty one cents
14. CONTACT CENTER CHARISMA & TTS
Text To Speech has come a long way,
but it’s not yet a replacement for quality human voice.
• Using TTS exclusively sounds too robotic
• It can be a valuable asset to deal with timely or dynamic data
• It can be cost prohibitive to customize your TTS voice
A blended approach, using customized TTS, allows you
the flexibility required to manage changing data, while
maintaining your brand.
15. • Your centralized enterprise-wide audio library
• Accessible 24/7/365
• Your content searchable by talent, text and format
• File updates delivered via secure Content Delivery Network
• Eliminate costly duplicate requests
• Cloud-based disaster recovery
S.A.I.D.™
