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10 Tips for Connecting with Customers Emotionally

NICE inContact

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. So, contact center managers need to put the right practices in place and also give agents the right tools.

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The One MUST-HAVE Every Customer Facing Employee Needs

Beyond Philosophy

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. Are you in a Customer facing role?

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Do You Use the Right Measures for Your CX?

Beyond Philosophy

In our Global Customer Experience consultancy , we look at the area of customer emotions. We were happy to note that some organizations perform a “sentiment analysis” that picks up on trends in customer emotions. Companies have thousands of hours of customer interactions recorded. The Golden Question .

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Why Positive Customer Experience Increases Customer Retention

NICE inContact

Most brands now think about customer experience as a series of individual exchanges when a customer purchases and/or complains. However, customer experience is a cycle; it doesn’t end until the customer goes to the competition. This is what we call the Customer Retention Model.

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The New Super-Agent

VocalCom

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers. To find out more: www.vocalcom.com.

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Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy

Beyond Philosophy

Then, we phoned the claim contact center. Over the last 20 years, I have been pushing that emotions are a critical part of experiences. Customer Emotions are a significant influence on the value your experience provides. In other words, what people say and do evokes emotions that drive customer behavior.

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Using Big Data to Create Exceptional Customer Experiences

VocalCom

Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.