Can voice analytics stem the customer-satisfaction skid?
Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start s →
Thank you for tuning in today – we need to talk!
I say ‘talk’ for a reason, because I very intentionally chose not to write today’s blog post. Instead I want you to literally read my lips.
According to one of my favorite TED talks; Sherry Turkle, Professor of the Social Studies of Science and Technology at MIT talks about modern communication and how we see a shift from conversing with each other to simply connecting. And a paramount reason, she says, is control. With emails you can change your reply multiple times before sending – you cannot in a conversation. In a text, you can take your time to decide how and if to respond, while in person you do not have the same time to think.
Quite simply we have less control in conversations.
Consequently, as our world has become increasingly complex and connected, our communication is growing static and impersonal, edited as it is. But we should not photoshop our reality – nor should we fear the conversation.