Customer Engagement

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
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
a STARTEK Company
IDEAL
DIALOGUE
COMPANY
a STARTEK company

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
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,
IDEAL
DIALOGUE
COMPANY
a STARTEK company

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
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
IDEAL
DIALOGUE
COMPANY
a STARTEK company

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
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
a STARTEK Company
IDEAL
DIALOGUE
COMPANY
a STARTEK company