5 Techniques to Calm Angry Customers
In this episode of "Advice from a Call Cente Geet," we dive deep into the art of handling angry customers. Discover my five favorite techniques that can transform heated confrontations into opportunities for customer loyalty.
Whether you're a seasoned manager or a front-line agent, you'll learn:
The "Empathy + Action Combo" that immediately diffuses tension
How to use "The Interruption Buster" to reset negative conversations
The "Ownership Approach" that builds instant trust
"Reframing" strategies to shift from complaints to solutions
The "Calm Questioning Method" that engages a customer's logical thinking
Packed with real-world examples and implementation tips, this episode provides the tools you need to confidently handle even the most challenging customer interactions.
Beyond the Call: Exploring High-Tech Solutions in Premium Contact Centers
Did you ever ask yourself what the high-end contact centers are doing differently as it relates to technology? In this episode an ACG, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest.
From AI-powered tools to advanced analytics, we explore the strategies that are revolutionizing the way top companies interact with their customers.
Whether you're a business owner looking to upgrade your customer service or a tech enthusiast curious about the future of communication, this podcast offers invaluable insights into the world of high-tech contact centers.
OttoQa Enhances Market-Leading AI QA Solution with NICE CXone Integration
The team at OttoQa has been working diligently to enhance our product. We're confident in stating that we offer the most accurate and consistent AI QA solution in the market.
We're proud to announce our first full integration with the leading CCaaS platform, NICE CXone.
Integrations with other leading platforms, including Genesys and Five9, will be rolling out in the coming weeks.
We invite you to view a demo showcasing the simplicity of our solution. Our system handles all the work, making QA scoring effortless - it "Just Happens".
Adapting to the Future of Contact Center Outsourcing: Insights from Expivia
I wanted to do a podcast/live stream talking about how we are seeing outsourcing changing in the contact center space with the rise of AI.
The evolution and change we're witnessing are massive, and I hope you find this topic interesting.
Please let us know if you have any questions, as we will have a full AMA (Ask Me Anything) session!
Weโd love to know your thoughts.
Beware of LLM Chatbot Blunders! ๐ก Many are falling for AI hype. Let's start smart - from the a
Beware of LLM Chatbot Blunders!
๐ก Many are falling for AI hype. Let's start smart - from the agent level and work our way up.
#callcenter #contactcenter #callcentergeek #LLM #ai
๐๐ฎ๐ธ๐ฒ๐ฑ, ๐๐ฎ๐ธ๐ถ๐ป๐ด, ๐ผ๐ฟ ๐๐ผ๐๐ด๐ต? Where are we today and where are we going with LLM c
๐๐ฎ๐ธ๐ฒ๐ฑ, ๐๐ฎ๐ธ๐ถ๐ป๐ด, ๐ผ๐ฟ ๐๐ผ๐๐ด๐ต?
Where are we today and where are we going with LLM chatbots? I recently had the great opportunity to be the inaugural guest on new video series, "Baked, Baking, or Dough." In this series, guests share their thoughts on various technological advancements in Customer Experience (CX) that are emerging today.
During my appearance, I shared my views on the current and future landscape of Large Language Model (LLM) Chatbots. There was also an engaging discussion with Bernstein, the CEO of Balto, on this topic....this was alot of fun! Love to know what your thoughts are on this...AMIRIGHT?
#callcenter #contactcenter #callcentergeek #ai
AI Language Traanslation is Coming! 2024 Prediction for CX Multilingual AI voice assistance wil
AI Language Translation is Coming! 2024 Prediction for CX Multilingual AI voice assistance will be a thing.
Imagine using a USA agent in Pennsylvania being able to handle calls with customers who speak French, German, Italian, Russian, Mandarin, and Japanese on back-to-back calls. Ai multilingual voice translation is coming. No more having to use the translation line.
It will be as seamless as both speaking the same language at the same time.
#callcenter #contactcenter #callcentergeek #ai #callcenterlife
Using AI for outbound calling is illegal! FCC came out on Feb 1 saying this. #callcenter #conta
Using AI for outbound calling is illegal! FCC came out on Feb 1 saying this.
#callcenter #contactcenter #callcentergeek #ai #robocall #outbound
Best USA contact center outsourcers -2024 If you are looking to outsource your contact center o
Best USA contact center outsourcers -2024 If you are looking to outsource your contact center of Cx in 2024, this is where you need to start.
#callcentergeek #callcenter #contactcenter #bpo #cx #outsourcing
Just for fun, I did a day in the life video yesterday. The first one I did was about 3:30 long and my kids say waaaaay to long and too much detail. This is the quick little over 1:30 minute one we did cutting out a lot. (I think we cut too much but I was voted down :)Just some insights into my day for some fun. I screwed up the ending a bit but Iโm getting better. #callcenter #callcentergeek #contactcenter #dayinthelife #expivia
A day in the life of a call center bpo owner ๐
#callcentergeek #callcenter #contactcenter #dayinthelife
AI avatars used in cold calling are essentially robocalls, and I would avoid using them for any
AI avatars used in cold calling are essentially robocalls, and I would avoid using them for any cold call marketing.
#callcenter #callcentergeek #ai #contactcenter #marketing #coldcalling Wait until the end to see why!
Breaking News on new rules for โgigโ workers!!
While I'm sure this will have mange legal fights in front of it, it may change the business model of many Gig contact centers depending on the 1099 route.
#callcenter #contactcenter #callcentergeek #callcenteragent #gig
Please heed the self-service warning from big box retailers when looking at ai for cx.
It definitely has its place, but just be very thoughtful on implementation especially if you want to go all Ai.
#callcenter #contactcenter #callcentergeek #ai #selfservice
This AI tool is going to be a favorite in the contact center and it's not far off.
We're about to witness the combination of Workforce Management and what some platforms term Workforce Intelligence. We won't need to actively 'manage' our day in terms of hitting key performance indicators (KPIs). Instead, we'll inform our AI supervisor or "mission control manager" of our targets, and the AI will handle everything.
This includes analyzing historical KPIs for each agent and predicting wait times.
The AI supervisor will strategically assign agents to different skills, adjust channel preferences, and provide human managers with updates on agent performance.
This is the kind of AI that excites me!
Click here for all my cx and contact center content:
https://linktr.ee/tom_laird
#callcenter #contactcenter #callcentergeek #ai #tech #shorts
Breaking News on new rules for โgigโ workers!!
While I'm sure this will have mange legal fights in front of it, it may change the business model of many Gig contact centers depending on the 1099 route.
#callcenter #contactcenter #callcentergeek #callcenteragent #gig
Breaking news with Twilio CEO Jeff Lawson stepping down!
๐น Twilio announces leadership change: CEO Jeff Lawson to step down, Khozema Shipchandler to assume CEO role and board seat.
๐น Company anticipates Q4 revenue and income above prior guidance, shares rise by over 7%.
๐น Shift aligns with activist investors' demands for significant changes.
๐น Shipchandler, with his experience as CFO and COO, to focus on underperforming areas.
๐น Activists Anson Funds and Legion Partners continue to push for further actions, including potential sale or divestiture of certain business segments.
๐น Twilio's board and management team remain engaged with stakeholders for future strategies.
#callcenter #contactcenter #callcentergeek #twilio #ccaas
If you are a brand, are you happy if this is how your agents are sourced?
This is why we see continuous drops in csat and nps. But then again, Arise is killing it..lol
#arise #contactcenter #callcentergeek #callcenter #cx #gig #uber
Headsets you can use for CXone!
#callcenter #contactcenter #headset #callcentergeek #cxone
Headsets you can use for CXone!
#callcenter #contactcenter #headset #callcentergeek #cxone
