IDEAL Agent trains agents in the conversational habits of IDEAL Dialogue. It dissects the way an agent crafts conversation and explores vocal cues that influence customer perceptions.
The Ideal Dialogue Company developed the concept of IDEAL Dialogue based on decades of research into:
• The science of human communication
• The power of perception
• The art of crafting engaging conversations.
From an agent perspective, IDEAL Agent offers a whole new view on the customer-agent exchange.
By revolving the agent’s view 180 degrees, IDEAL Agent reveals the service call experience from the customer’s point of view. In doing so, it illuminates
the concepts of perception management. Through self-reflection exercises, agents learn to assess their own voices and effectively adjust the way they sound. In the end, making the customer interaction comfortable and effective becomes second nature.
Agents trained in IDEAL Dialogue standards are
Influential, Dedicated, Engaging, Articulate, and
Likeable. They understand their own communication styles and excel in customer engagement. They take ownership of the customer’s experience and responsibility for your brand’s good name.
If you’re frustrated with a lack of customer engagement in your offshore center, we understand.
As career-long call center leaders, we’ve been there. Creating engaging dialogue between cultures is its own breed of challenge.
That’s why we at Ideal Dialogue Company developed Ideal Dialogue Intercultural Engagement, a high-octane training program based on the same scientific principles that back everything we do.
Prepare your agents for a new way of thinking about their jobs, and prepare to see IDEAL Dialogue bridge culture gaps.
EQUIP YOUR AGENTS TO ACHIEVE
IDEAL DIALOGUE
Once you have the right agents in place, you need the right kind of training.
For many years, training for call center agents has been short-sighted. It has had more to do with what the servicing company had to say and very little to do with how customers perceive what is said. As a result, customer satisfaction is an elusive reward in this business.
2010, Ideal Dialogue Company
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