The Reality of Offensive Customer Behavior Featuring Eric Williamson

Top Takeaways: -      Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real-time. -      Abusive behaviors from customers do exist and companies need to be more aware of these harmful interactions. -      Of the 82 million customer interactions CallMiner examined, just under 50% of those interactions had some form or mention of profanity. Of those that had some form of profanity, almost 87% had profanity throughout the entire duration of the call. -      Customer experience tends to lead people to be concerned only with the customer and less about the contact center agents providing that experience. -      Agents are often expected to jump from one call, where a customer uses profanity and exhibits heightened aggression, to another, where the agents are expected to have an upbeat and positive attitude. -      Research has found that agents typically require about 30-40 minutes to mentally recover from offensive calls with angry customers. -      When customer service agents experience racist and sexist remarks, it can have an impact on those individuals as well as, at an aggregate scale, impact on the company. -      Organizations can leverage offensive instances to learn, operationalize a response, change business processes for the better, and create fairer experiences for everyone. -      Providing support and loyalty to your employees is just as important as providing support and loyalty to your customers. Quote: “When we think about customer experience, we’re always thinking about the customer and not about the agent’s experience working in the contact center.” About: Eric Williamson is CallMiner’s Chief Marketing Officer, with more than 20 years of experience in both the technology and consumer product marketing. Eric oversees all global marketing functions from brand and events, to demand generation as CMO of CallMiner. Learn more about your ad choices. Visit megaphone.fm/adchoices