I was proud to be a part of this year's CX Emotion online conference to discuss crafting emotion-centric customer interactions.
Emotion drives human connection. We buy things we desire, not the things we need. We don’t understand our gut feeling, but we know that it is a good idea to follow it. Naturally, emotion also influences our communication.
How often have you been frustrated with lengthy calls to customer service? What kind of skills does the call centre agent need to have in order to calm you down and earn your loyalty back? Is it at all possible to do it through upgrading each agent’s communication skills, or is there another, better way? What is the role of emotion with regard to the quality of communication and outcomes?
In this talk we explored these questions, and the impact of AI to encourage and deliver a positive and emotion-centric approach to customer interactions, and compare it with non-emotional functional ways to communicate. We also explored the way agents speak and how their tone of voice can influence outcomes.
I was also pleased to present the results of a case study from real customer conversations and give an indication of when and how it is most effective to use certain elements of communication skills such as empathy in order to make every conversation matter, leading to exceptional customer service and driving the quality of conversations up by 30%.
Alternatively, listen to highlights from the talk below:
