Contact Center Solutions Featured Article

The Best Customer Support Calls May Depend on Emotion

January 23, 2013

What makes good customer service? Is it well trained agents? Is it the latest technology and database management techniques? Does it come naturally when a call center is supporting excellent products and services? Is it short hold times and high first-call resolution?

While it may be any one of those things – or all of them put together – it may be about something more human: a caring attitude. A new study by workforce management solutions provider AchieveGlobal has concluded that the emotional aspect of customer service is most critical, as one in three survey respondents said they preferred being treated well over having their issues immediately resolved.

This may go a long way toward explaining why, despite the proliferation of alternative customer contact channels, when there is a real issue, customers still prefer talking to a human being, and the call center agent who provides understanding and empathy gets the job done most effectively.

"Understanding that emotion - the human connection - is at the heart of the customer experience is key to building customer loyalty and advocacy in today's socially-connected and ever-evolving world," said Sharon Daniels, CEO of AchieveGlobal. "While slashed prices and special promotions may get consumers in the door, an inability to connect on an emotional and human level while delivering service will hamper any business' customer engagement efforts."

On the flip side, a lack of empathy and caring is often what leads to the worst customer experiences. The study, "Why Your Customers Stay or Stray: Insight From Global Customer Experience Research," found that customers rate interactions with customer support centers the lowest when there is detached emotional awareness and connection. Forty-six percent of respondents noted that what they dislike the most in a support call is the agent being rude, short, nasty, unhelpful and impatient. Using a canned script in dealing with issues was another irritant (17 percent of survey respondents reported) and hearing "no" or "I don't know" from an agent was also among the top irritants (16 percent reporting).

It’s particularly important for companies to foster positive communications today, when customers have a lot of choices and can vent their anger and frustration widely on social media.

"No matter where you are in the world, a positive customer experience is marked by respect, simplicity, solutions and responsibilities," said Daniels. "Delivering on these simple but critical expectations should be central to any company's business strategy. Consumers are emotional beings, and training customer-facing employees to recognize emotions and respond in a concerned, effective and professional manner is essential to owning the customer experience."

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Watermark Consulting Study Reveals Business Value of a Great Customer Experience

For several years we have all heard how improving the customer experience has become a top priority of C-levels around the world, and that in a world of commoditization it is key to creating long-term sustainable competitive advantage. While this has been gospel for obvious reasons, it is always nice to have validation in the form of some statistics. This is precisely what customer experience advisory firm Watermark Consulting has done with its recent analysis of stock market returns which found… [ Read More ]
09/22/2014

Stalag Call Center?

I started thinking about Stalags a few weeks ago when I checked into a hotel with my wife. I pointed out a large call center across the street and my wife asked, "How do you know it is a call center? I don't see any signs saying that!" Her question hit me like a Mack truck. How did I know it was a call center? Were there any real clues or was I just clairvoyant? [ Read More ]
09/22/2014

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!