Creating The Ideal Dialogue
- 1. OVERVIEW World class customer engagement starts with world class conversations – and that’s where we come in. We’re Ideal Dialogue Company, and we specialize in optimizing the customer experience at the point of conversation between your agents and your customers. Guided by the principles of dialogue, our customer engagement veterans and communication scientists understand the human component of the call center better than anyone. We leverage this shared expertise along with the power of analytics, dynamic training and unique methods of quality assessment to guide our clients in building their brands one conversation at a time. Whether engaging on the phone, online or in the social cloud, our dialogue solutions have helped countless agents connect emotionally, solve issues, and improve brand perceptions for leading B2B and B2C brands, including JD Power award winning companies. Let us help you turn your strong customer relationships into unbreakable ones. CUSTOMER ENGAGEMENT SOLUTIONS Founded in Human Communication Science A COMPANY Performance management system that fundamentally changes the communication behaviors of anyone in your company by developing seven critical conversation habits, which form the foundation for dialogue – the most effective form of communication. Proprietary and comprehensive conversation diagnostic instrument that measures all dimensions of agent behavior and its impact on key performance metrics to better understand the scope, severity, impact and root cause of underperformance. Innovation lab designed to study conversations between agents and customers in a controlled environment as well as identify and test communication behaviors, process and tools that positively impact the customer experience. ©2015 Ideal Dialogue Company. dialogue@idealdialogue.com / 1.813.257.9025 SOLUTIONS
- 2. IDEAL DIALOGUE OVERVIEW OVERVIEW Do you know what’s driving the outcome of the conversation between your agent and customer? With the Dialogue Diagnostic instrument from the Ideal Dialogue Company, you will. Our proprietary diagnostic system for call centers measures all dimensions of agent behavior and its impact on key performance metrics to better understand the scope, severity, impact and root cause of underperformance. Then we provide you with actionable intelligence to reverse-engineer the perfect conversation – because the most important customer interaction is the one that happens next. THE NUMBERS TELL THE STORY A COMPANY Ideal Dialogue Company specializes in optimizing the customer experience at the point of conversation between agents and customers. Whether engaging on the phone, online, or in the social cloud, our dialogue solutions have helped countless agents connect emotionally, solve issues, and improve brand perceptions for leading B2B and B2C brands, including JD Power award winning companies. When the outcome of the conversation between your agent and customer matters, turn to Ideal Dialogue. ©2015 Ideal Dialogue Company. dialogue@idealdialogue.com / 1.813.257.9025 HOW IT WORKS Our science lab team analyzes agent behavior and performance data to uncover key drivers between conversations and performance metrics such as customer satisfaction, sales, retention rates and reputation capital. ANALYZE PRESCRIBE We illustrate how often the Ideal Dialogue is occurring, pinpoint sources of underperformance and recommend changes to positively impact interaction results across channels. We also provide actionable intelligence to support your short and long term action planning as well as help align quality and customer satisfaction. solve issues and positively impact brand perceptions. Then we gather customer satisfaction scores and other relevant KPI data to determine target groups for study. OBSERVE We access recordings across voice, chat, email and social media channels to determine how well your agents connect emotionally with customers,
- 3. IDEAL DIALOGUE OVERVIEW OVERVIEW Ever wish you could change the communication habits of everyone in your company? At the Ideal Dialogue Company, your wish has been granted. Essential Habits is a performance management system that fundamentally changes the communication behaviors of your organization. It’s designed to develop seven critical conversational habits that form the foundation for dialogue – the most effective form of communication. Companies that adopt dialogue habits protect their brands, sell more products, and ultimately keep more customers. Best of all, the communications system will unify all departments under one core approach, build consistency between agents and sites and drive customer engagement across the enterprise. But the benefits don’t stop there. FOR YOUR AGENTS Agents who adopt dialogue habits make an emotional connection with your customers, love their jobs more, perform better and become part of a self-sustaining communication ecosystem. FOR YOUR CUSTOMERS Customers who converse with agents that have adopted dialogue habits are more satisfied, more loyal, more likely to make an emotional connection with your brand and ultimately more willing to promote your brand. PUT THE HUMAN BACK INTO HUMAN CONNECTION A COMPANY Ideal Dialogue Company specializes in optimizing the customer experience at the point of conversation between agents and customers. Whether engaging on the phone, online, or in the social cloud, our dialogue solutions have helped countless agents connect emotionally, solve issues, and improve brand perceptions for leading B2B and B2C brands, including JD Power award winning companies. When the outcome of the conversation between your agent and customer matters, turn to Ideal Dialogue. ©2015 Ideal Dialogue Company. dialogue@idealdialogue.com / 1.813.257.9025 THE ESSENTIAL HABITS SOLUTION Candidate assessments that address vocal engagement, vocal clarity, listening comprehension, and dialogue disposition. Dynamic training in the conversational habits of ideal dialogue, dissecting the way an agent crafts engaging, productive conversations. Monitoring by highly trained and calibrated personnel who provide ongoing feedback to agents and managers to continue developing essential dialogue habits in their own unique way. Comprehensive study that explains the causal links between agent-customer dialogue and customer experience, including satisfaction, sales, retention and reputation capital. BY THE NUMBERS: • Average Agent Retention Rates 74.8% Higher • Average Sales Conversion Rates 24% Increase • Average Escalation Rates 26% Decrease • Unsolicited Compliments 18% Increase • Average Handle Time Rates No Sustained Increase • New Agent 90 Day Goals Achieved in 30 days, Including FCR • JD Power Ranking Client Ranked #1 in Customer Service Dialogue Diagnostic Dialogue Expressions Essential Habits Training Ideal Voice Audition System
- 4. IDEAL DIALOGUE OVERVIEW OVERVIEW Racking your brain to figure out how to improve the quality of your agent-customer communication? Turn to Ideal Dialogue and put ideas into action. Our Science Lab is designed to study conversations between agents and customers in a controlled environment as well as identify and test communication behaviors, processes and tools that positively impact the customer experience. Guided by the rigorous standards of the scientific method, the Lab maps the complex relationships involving human behaviors, communicative dispositions, unique call drivers and customer perceptions. Then, through multiple methods of research, we create, test, and validate innovative and impactful solutions for our clients and the customer support industry. It’s just one more way we help our clients find their voice. IDEAS IN ACTION A COMPANY Ideal Dialogue Company specializes in optimizing the customer experience at the point of conversation between agents and customers. Whether engaging on the phone, online, or in the social cloud, our dialogue solutions have helped countless agents connect emotionally, solve issues, and improve brand perceptions for leading B2B and B2C brands, including JD Power award winning companies. When the outcome of the conversation between your agent and customer matters, turn to Ideal Dialogue. ©2015 Ideal Dialogue Company. dialogue@idealdialogue.com / 1.813.257.9025 HOW IT WORKS Route conversations to a group of communication professionals who participate in data gathering and analysis to create a dynamic research environment. STEP 1 Capture feedback in the form of solutions to customer expe- rience risk factors, such as no-win scenarios, customer retention, and tech- nology integration. STEP 2 Adapt lab discoveries and insights into a scalable model. STEP 3 Evolve the support model into a new one that optimizes customer experi- ence metrics. STEP 4 Expand the new model into full scale production to maxi- mize both customer experience and financial goals. STEP 5