“It’s not what you said, it’s how you said it”
This is probably something that most of us have heard at one time or another. It speaks to the matter of our tone of voice when we’re in conversation with someone.
The truth is, how we say things really matters. Something said using one tone of voice can mean something entirely different from the very same thing said a different way.
When you take this thought and apply it to a Contact Center Agent being on one of the thousands of calls he or she might be on, how do you, as a Manager or Supervisor know if your callers are getting the best possible experience?
44% of Agents work remote
The truth is, you really don’t know if a good experience is being delivered unless you were to listen in on all the calls of all your Agents, and if you're a manager then you know that's a tall task. You either have to listen live to each phone call, or go back and listen to the call recordings which is very time consuming.
So it’s really hard to know if your Agents are giving callers a positive, uplifting experience, and it’s also hard to know if your callers are happy, unhappy or even indifferent towards the Agent. That is, until now.
Jabra, a world class communications products provider, recently introduced new software called Engage Ai that’s perfect for use in the Contact Center. Engage Ai is considered “Sentiment Analysis” Software.
Simply put, Sentiment Analysis Software measures the tone of voice of the Agent and customer, to provide instant feedback to the Agent, and data to Management. Once analyzed, this data can be used for many things, including to help determine which Agents need additional training, or coaching up.
Besides tone of voice, the Engage Ai software also monitors things like call length, pauses, conversation flow, and even interruptions.
We’ve all been there, you know, on a call with someone who interrupts us a lot making it hard to get your points across. Or, someone who seems to go dark on you for long stretches of time that causes you to ask if the Agent is still on the line.
These are things that don't make for a good customer call experience, and that’s exactly what the Engage Ai software is designed to track. Being aware of these things is the important first step, but acting on the data you get from the software is what helps to bring about call quality improvements.
The Agent dashboard provides real time feedback on how they’re doing on their calls. When on a call, the Agent can see their numeric score, and the face of their Avatar. Both update continuously when on the call.
If an Agent starts out a call and sees a low score, and an Avatar with an unhappy face, the Agent will know to work on improving their tone of voice which will cause their score to rise, and change that unhappy Avatar face to one that’s better. Jabra refers to this as “own your tone”
And for those individuals who like to gamify things, the Engage Ai software not only gives you the ability to choose your personal Avatar, but it gives you the opportunity to earn badges along the way. Most of us like recognition, and earning badges is one way to get that.
Engage AI reduces talk time by 25% and increases conversion rates up to 31%
This means when an Agent spends less time on a call, he or she can get to more customers which leads to better customer service, and because when a customer is happy, based on the great service and attitude they’re receiving from the Agent, they’re more likely to buy whatever it is you’re selling. Happy customers are buying customers.
It’s common for many Contact Centers to ask their callers to provide feedback at the end of calls. You know, an end of call survey. Well, the vast majority of people don’t want to take those surveys, and most just avoid them all together. But, with the Engage Ai software, you’re provided with daily, weekly, and monthly data on the customer's sentiment.
That’s because just like the Agent, the customer is also being monitored and analyzed for their satisfaction level based on tone of voice and other measurement areas.
The information obtained from the software is helpful to Supervisors and Managers to better understand their customers, and in the end, it gives them a tool that can be used to improve the customer experience, which is highly valuable because we all want customers that are engaged, and happy.
In terms of compatibility, the Engage Ai software can be used with most of the leading Contact Center and UC platforms, and you can use any wired or wireless headset with the software. But for the best data capture it’s recommended to use the Jabra Engage 40 or the Engage 50 II which are both optimized for use with this Engage Ai software.
So if having software at your fingertips that allow you to have a window into your Agents attitudes and behaviors, and how those same Agents are coming across to your callers, then the Jabra Engage Ai software is one application that you really need to check out. And you know, there’s no better way to do that than to try it out live in your office.
If that sounds good to you, then contact us today to ask about a free trial. Once you try this software, I think you’ll be impressed with what it does, and how it can help you to better manage your staff, and give your callers a better experience.