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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!
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Walsh Media Product ions, Inc
CONTACT CENTER CHARISMA
Everyone wants “Big Data”
Countless sources of Internal Data collected through interactions and
opt-in programs
Data gained through monitoring social media, blogs and postings of all kinds
When it comes right down to it, you have to DO something with that data which
supports your brand, retains business and grows your company.
Contact Center Charisma
Contact Center Charisma
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
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?”
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?
Traditional Chunking: 13 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balanceis
five thousand
twohundred
thirtyfive
dollarsand sixtyone
cents
Modern Chunking: 5 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balance isfive thousandtwo hundred
thirty five dollarsand sixty one cents
Charismatic Chunking: 4 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balanceis five thousand
two hundred thirty five dollarsand sixty one cents
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.
• Your centralized enterprise-wide audio l ibrary
• 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.™
VIRTUAL ASSISTANT
Animated Virtual Assistants add a helpful and engaging element to your customer interactions.
VIRTUAL ASSISTANT
They can aid visitors in filling out forms, or locating information.
Contact Center Charisma
Add Charisma to your Contact Center touch points for a truly enhanced
Customer Experience.
