“Adeptra Outlines the Customer Psychology Behind the Success of Auto-Resolution (ContactCenterWorld.com)” plus 2 more |
- Adeptra Outlines the Customer Psychology Behind the Success of Auto-Resolution (ContactCenterWorld.com)
- 50 pop-psychology myths debunked (Toronto Star)
- Watch this: Tuesday (Chicago Tribune)
| Posted: 02 Mar 2010 10:22 AM PST Reading, United Kingdom - March 2, 2010 – An understanding of customer psychology is key to successfully deploying technology designed to support communications in customer-driven organisations, according to findings in a comprehensive summary published today by Adeptra, entitled: "The Psychology of Customer Communications: The cultural effects of Auto-resolution".
The briefing paper summarizes Adeptra's findings from its experience spanning over a decade and across hundreds of millions of transactions. Findings show that when organisations take into account customers' responses on how and when they are contacted, they can increase the efficiency and effectiveness of automated customer interactions, and reduce response times to resolve fraud queries and increase collections. As well as outlining the psychology behind transaction-based communications, the paper reviews key success factors when engaging with customers via automated, multi-channel methods including landline/cell phone calls and SMS text messages. The findings illustrate that customers welcome automated solutions such as Auto-resolution™ services for bill payments, and reveal how factors such as type and tone of voice, time of day, and the use of trigger words or phrases in call scripts all have a significant bearing on communication success rates.
For example, the gender of the automated agent can have an impact on how customers respond to a communication. A female voice is typically more likely to hold their attention for longer, while a male voice is more likely to prompt a decisive outcome. How a script is tailored also has a significant impact on the call's effectiveness. Where in the script the customer's name appears in relation to the organisation's name, has a direct bearing on the "feel" of the call and can reduce disconnects by over half. The use of some words such as fraud can be perceived by customers as negative and cause suspicion, increasing the likelihood of a customer ending the call early. Adeptra has found that fine tuning the choice of words and their sequence in scripts, helps personalise the interaction allowing organisations to engage more successfully with their customers. The findings show that customers have a positive perception of Auto-resolution technologies, revealing that in self-service interactions, they feel in control of the communications, and can drive the call to their desired outcome. According to a customer satisfaction survey carried out with one company following a live trial, eight out of ten customers felt automated calls were effective and efficient in performing the collections task and more than three quarters felt they were in control of the call even though it was not initiated by them. From a bank's perspective, Auto-resolution is more efficient as an automated system can make more calls than a human agent. In parallel scenarios, automated calling achieves 20 percent more right-party interactions than human agents. As the system is without the physical resource constraints of traditional call centres, the technology can continue to communicate to a customer at the right time and in the right way to make contact. Furthermore, the automated system frees up human agents to provide value-added advisory contact on a case-by-case basis. Commenting on the results and research findings, Lou Venezia, CEO of Adeptra, said: "Our personal financial affairs are increasingly complex. With our system making more than two million calls every day, multiple transactions occur simultaneously and regular payments are being made almost on a daily basis. Auto-resolution is a convenient method for keeping customers aware of account specific developments that might need their attention. The combination of control and a solid understanding of the psychology of customer communications gives companies access to a powerful mechanism for communicating with their customers that is both effective and well received." A white paper entitled the "Psychology of Customer Communications", which outlines the challenges and opportunities for optimising the communication experience between customers and financial institutions, is available upon request from adeptra@nspr.co.uk Five Filters featured article: Chilcot Inquiry. Available tools: PDF Newspaper, Full Text RSS, Term Extraction. |
| 50 pop-psychology myths debunked (Toronto Star) Posted: 02 Mar 2010 01:44 AM PST One of the hardest pop psychology myths to debunk among the 50 Dr. Scott Lilienfeld takes on is the one that people behave strangely during a full moon. "Of all the hate mail I've gotten," that myth brought the most, he told the Star on Monday. "People tell me, 'You can't be right.' We remember our hits and forget our misses. We remember when strange things happen and not notice or forget when nothing weird happens." How odd things happen under a full moon is one of the favourite fallacies Lilienfeld and his fellow psychologists debunk in both their book 50 Great Myths of Popular Psychology and the current Scientific American Mind. Their targets are "the most widely held" myths that cropped up again and again in writing and among students. People are reluctant to dump misconceptions about human nature, said Lilienfeld, "particularly those that are deeply embedded in popular culture." Among the biggest myths, he said: • Giving vent to anger is healthier than stifling it. Dating at least back to the Greek philosopher Aristotle and carrying through primal-scream therapy, "letting off steam" is a favourite self-help therapy. But expressing anger actually fuels more anger and aggression, researchers have found. • Alcoholics can never drink. A highly controversial idea that flouts the Alcoholics Anonymous creed, the idea of moderate drinking by alcoholics was born out by extensive research that showed it's possible in 18 per cent of cases, the authors said. • People get sadder as they get older. One survey of Disney films found 42 per cent of elderly characters were forgetful or grouchy. But population-based surveys reveal the happiest group overall is men 65 and older. In one study of 28,000 Americans, a third of the 88-year-olds reported being "very happy." • Most people use only 10 per cent of their brain. Lilienfeld calls this a warped interpretation of old claims that scientists didn't know what 90 per cent of the brain did. "I wish it were true," he said, but it isn't. • Opposites attract in relationships. A potentially dangerous myth, said Lilienfeld, if it sends a person "looking for love in all the wrong places." Although "this is a very powerful one, but in fact opposites repel." • People with schizophrenia have multiple personalities. "In fact, schizophrenia has nothing to do with multiple personalities." Because it's part of a whole flotilla of mental-illness myths (only depressed people commit suicide is another one), it deepens popular fears and can inhibit people from getting help, he said. People latch on to pop-psychology myths because "we're all psychologists," said Lilienfeld. "We all gossip and we people watch. We see people arguing on the street or somebody crying or we misplace our keys, and we try to figure it out." Even Lilienfeld admits to having trouble letting go of the debunked idea that happiness is independent of material things, not related to wealth, possessions or life events." "You guys deserve to win the gold medal" in hockey, the professor at Emory University in Atlanta said. "But it's a short-term spike in happiness. Canadians who were unhappy before the gold medal will be unhappy again a week or a month later." By the same token, he said, the American team will get over losing at the Olympics. Eventually. Editor's Picks Five Filters featured article: Chilcot Inquiry. Available tools: PDF Newspaper, Full Text RSS, Term Extraction. |
| Watch this: Tuesday (Chicago Tribune) Posted: 02 Mar 2010 07:15 AM PST 'To Kill a Mockingbird' 8 p.m., AMC An adaptation of Harper Lee's Pulitzer Prize-winning novel, this 1962 drama is a rare film that perfectly captures the morality and psychology of its time yet transcends it with the beauty of its writing and the power of its actors. Gregory Peck, above center, won an Oscar for his portrayal of Atticus Finch, an Alabama lawyer with quiet but unshakable integrity defending a black man accused of rape. Mary Badham plays Atticus' daughter, Scout, above left. 'The Biggest Loser' 8 p.m., NBC The temptation winner divides the contestants into two teams — a blue one with Bob Harper and a black one with Jillian Michaels — and grants immunity to one player, but those choices alienate several other players as well as one of the trainers. Later, the contestants participate in a challenge on the roof of a very tall building; then Dr. Huizenga reveals how dramatically the players' health has improved in just seven weeks. 'Nova' 8 p.m., PBS Neil deGrasse Tyson, director of the American Museum of Natural History's Hayden Planetarium, explores people's opinions about Pluto. 'The Good Wife' Five Filters featured article: Chilcot Inquiry. Available tools: PDF Newspaper, Full Text RSS, Term Extraction. |
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