creating the ideal dialogue

OVERVIEWWorld 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 ofconversation between your agents and your customers. Guided by the principles of dialogue, ourcustomer engagement veterans and communication scientists understand the human component ofthe 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 brandsone conversation at a time. Whether engaging on the phone, online or in the social cloud, our dialoguesolutions have helped countless agents connect emotionally, solve issues, and improve brandperceptions 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 SOLUTIONSFounded in Human Communication Science

Performance management system thatfundamentally changes the communicationbehaviors of anyone in your company bydeveloping seven critical conversationhabits, which form the foundation for

dialogue – the most effective formof communication.

Proprietary and comprehensiveconversation diagnostic instrument

that measures all dimensions of agentbehavior and its impact on keyperformance metrics to better

understand the scope, severity, impact and root cause of underperformance.

Innovation lab designed to studyconversations between agents and

customers in a controlled environment aswell as identify and test communication

behaviors, process and tools that positively impact the customer experience.

©2015 Ideal Dialogue Company. [email protected] / 1.813.257.9025

SOLUTIONS

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IDEALDIALOGUECOMPANY

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IDEAL DIALOGUE OVERVIEW

OVERVIEWDo you know what’s driving the outcome of the conversation between your agent andcustomer? With the Dialogue Diagnostic instrument from the Ideal Dialogue Company,you will. Our proprietary diagnostic system for call centers measures all dimensions ofagent 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 importantcustomer 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.


HOW IT WORKS

Our science lab team analyzes agent behavior and performance data to uncover key driversbetween conversations andperformance metrics such ascustomer satisfaction, sales, retention rates and reputation capital.

ANALYZE PRESCRIBE

We illustrate how often the Ideal Dialogueis occurring, pinpoint sources ofunderperformance 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 brandperceptions. Then we gather customersatisfaction scores and other relevant KPIdata 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,


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OVERVIEWEver 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 thecommunication 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 alldepartments under one core approach, build consistency between agents and sites and drive customer engagementacross the enterprise. But the benefits don’t stop there.

FOR YOUR AGENTSAgents 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 CUSTOMERSCustomers who converse with agents thathave adopted dialogue habits are more satisfied,more loyal, more likely to make an emotionalconnection with your brand and ultimately morewilling to promote your brand.

PUT THE HUMAN BACK INTOHUMAN CONNECTION



THE ESSENTIAL HABITS SOLUTION

Candidate assessments that address vocalengagement, vocal

clarity, listeningcomprehension, anddialogue disposition.

Dynamic training in theconversational habits of

ideal dialogue, dissecting the way an agent crafts engaging, productive

conversations.

Monitoring by highlytrained and calibratedpersonnel who provide

ongoing feedback to agents and managers to continue

developing essentialdialogue habits in their own

unique way.

Comprehensive study that explains the causal links between agent-customer dialogue and customerexperience, 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 RatesNo Sustained Increase• New Agent 90 Day Goals

Achieved in 30 days,Including FCR• JD Power Ranking

Client Ranked #1 inCustomer Service

DialogueDiagnostic

DialogueExpressions

Essential HabitsTraining

Ideal VoiceAudition System


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OVERVIEWRacking 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 conversationsbetween agents and customers in a controlled environment as well as identify and test communicationbehaviors, processes and tools that positively impact the customer experience. Guided by the rigorousstandards of the scientific method, the Lab maps the complex relationships involving human behaviors,communicative dispositions, unique call drivers and customer perceptions. Then, through multiple methodsof research, we create, test, and validate innovative and impactful solutions for our clients and the customersupport industry. It’s just one more way we help our clients find their voice.

IDEAS IN ACTION



HOW IT WORKS

Route conversations to a group ofcommunicationprofessionals whoparticipate in datagathering andanalysis 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 labdiscoveries 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 customerexperience and financial goals.

STEP 5

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creating the ideal dialogue

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