Walsh Media Product ions, Inc

CONTACT CENTER CHARISMA

Everyone wants “Big Data”

Countless sources of Internal Data collected through interactions and

opt-in programs

Data gained through monitoring social media, blogs and postings of all kinds

When it comes right down to it, you have to DO something with that data which

supports your brand, retains business and grows your company.

Contact Center Charisma

Contact Center Charisma

CONTACT CENTER CHARISMA

Engage customers, and potential customers with written and spoken language that makes

them feel as though you care.

Failing to do so

• can radiate a lack of good will• leads to missed opportunities to win or retain customers• spreads socially like a virus, prompting damage control

Common Approach to a “Let Down”

CONTACT CENTER CHARISMA

“I’m sorry. Your credit application has been declined. Please consider applying again at a later time.”

Charismatic “Let Down”“It seems your application has been declined. Your credit report has a lot of influence in the decision. When was the last time you reviewed it?

If you’d like, one of our advisors can help you get a copy so you can review it for accuracy. Would you like me to transfer you now?”

CONTACT CENTER CHARISMA & CHUNKING

When it comes to chunking, less is more!

• The fluidity with which you can deliver data has advanced• Memory is now inexpensive, so don’t fret the extra data• Charismatic Chunking allows you to put emphasis where it

belongs for better communication and comprehension

Why not take advantage of these possibilities to deliver a seamless message that’s easier to understand?

Traditional Chunking: 13 individual prompts

BANKING EXAMPLES - CHUNKING

Your Account Balanceis

five thousand

twohundred

thirtyfive

dollarsand sixtyone

cents

Modern Chunking: 5 individual prompts

BANKING EXAMPLES - CHUNKING

Your Account Balance isfive thousandtwo hundred

thirty five dollarsand sixty one cents

Charismatic Chunking: 4 individual prompts

BANKING EXAMPLES - CHUNKING

Your Account Balanceis five thousand

two hundred thirty five dollarsand sixty one cents

CONTACT CENTER CHARISMA & TTS

Text To Speech has come a long way, but it’s not yet a replacement for quality human voice.

• Using TTS exclusively sounds too robotic• It can be a valuable asset to deal with timely or dynamic data• It can be cost prohibitive to customize your TTS voice

A blended approach, using customized TTS, allows you the flexibility required to manage changing data, while

maintaining your brand.

• Your centralized enterprise-wide audio l ibrary

• Accessible 24/7/365

• Your content searchable by talent, text and format

• File updates delivered via secure Content Delivery Network

• Eliminate costly duplicate requests

• Cloud-based disaster recovery

S.A.I.D.™

VIRTUAL ASSISTANT

Animated Virtual Assistants add a helpful and engaging element to your customer interactions.

VIRTUAL ASSISTANT

They can aid visitors in filling out forms, or locating information.

Contact Center Charisma

Add Charisma to your Contact Center touch points for a truly enhanced

Customer Experience.