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Walsh Media
Productions, 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
gr...
Contact
Center
Charisma
Contact
Center
Charisma
CONTACT CENTER CHARISMA
Engage customers, and potential customers with
written and spoken language that makes
them feel as...
Common Approach to a “Let Down”
CONTACT CENTER CHARISMA
“I’m sorry. Your credit application has been declined.
Please cons...
CONTACT CENTER CHARISMA &
CHUNKING
When it comes to chunking, less is more!
• The fluidity with which you can deliver data...
Traditional Chunking: 13 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balance
is
five
thousand
two
hundred
...
Modern Chunking: 5 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balance is
five thousand
two hundred
thirty...
Charismatic Chunking: 4 individual prompts
BANKING EXAMPLES - CHUNKING
Your Account Balance
is five thousand
two hundred t...
CONTACT CENTER CHARISMA & TTS
Text To Speech has come a long way,
but it’s not yet a replacement for quality human voice.
...
• Your centralized enterprise-wide audio library
• Accessible 24/7/365
• Your content searchable by talent, text and forma...
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.
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To enhance the customer experience, just add Charisma!

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To truly impact the customer experience, you need to do more than collect data. How will you use the information...in your call center, on your website, in social media engagement? Turn to Walsh Media for Contact Center Charisma!

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To enhance the customer experience, just add Charisma!

  1. 1. Walsh Media Productions, Inc CONTACT CENTER CHARISMA
  2. 2. Everyone wants “Big Data”
  3. 3. Countless sources of Internal Data collected through interactions and opt-in programs
  4. 4. Data gained through monitoring social media, blogs and postings of all kinds
  5. 5. 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.
  6. 6. Contact Center Charisma
  7. 7. Contact Center Charisma
  8. 8. 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
  9. 9. 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?”
  10. 10. 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?
  11. 11. Traditional Chunking: 13 individual prompts BANKING EXAMPLES - CHUNKING Your Account Balance is five thousand two hundred thirty five dollars and sixty one cents
  12. 12. Modern Chunking: 5 individual prompts BANKING EXAMPLES - CHUNKING Your Account Balance is five thousand two hundred thirty five dollars and sixty one cents
  13. 13. Charismatic Chunking: 4 individual prompts BANKING EXAMPLES - CHUNKING Your Account Balance is five thousand two hundred thirty five dollars and sixty one cents
  14. 14. 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.
  15. 15. • Your centralized enterprise-wide audio library • 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.™
  16. 16. VIRTUAL ASSISTANT Animated Virtual Assistants add a helpful and engaging element to your customer interactions.
  17. 17. VIRTUAL ASSISTANT They can aid visitors in filling out forms, or locating information.
  18. 18. Contact Center Charisma
  19. 19. Add Charisma to your Contact Center touch points for a truly enhanced Customer Experience.

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