Evolving the Art of Conversation

Not so long ago, the art of conversation involved simply mastering your words and manners while in the same room as someone else. Then the contact centre arrived, and skills mastered in the face-to-face world transformed to rely on voice alone. Now, the digital age is driving us to even greater evolution

Not so long ago, the art of conversation involved simply mastering your words and manners while in the same room as someone else. Then the contact centre arrived, and skills mastered in the face-to-face world transformed to rely on voice alone. Now, the digital age is driving us to even greater evolution.

Today, a conversation is borderless, timeless…and potentially not even a word is spoken. Five years ago, it would have seemed impossible that your customers would be able to contact you not just in person or by phone or email, but that they would be tweeting and sharing and pinning, demanding on-site web chat, and crowdsourcing their answers from a forum of informed strangers. But this is just the beginning of our new reality.

The explosion of new interaction technology over the last few years has unharnessed customer expectations, and shows no sign of abating. Customers are now able to ask what they want, where and when the question occurs to them. They can share their opinions with the world, rather than just their families. They can share experiences with strangers, and share ideas and tips on products and services. This new frontier of conversation is both exciting and challenging – how do we translate the skills of the old art, and turn our hand to the new?

The starting point is simple: discover what defines meaningful conversation to your customers. For each medium, what are they looking for? Low cost immediate service, bespoke service tailored to them as an individual, recognition of their previous interactions regardless of channel?

Just because a customer is online, don’t assume they want casual tone. Just because a customer calls, don’t assume they’ve got plenty of time. Find out what conversations they want to have with you, and how they want to have them. Technology doesn’t mean you have to throw away what you know – you just have to find out how to use it differently.

Want to learn more about Stellar?

Stay at the forefront of customer experience and industry trends.

About The Author

Continue Exploring The Blog

Business
Sue Robinson

Getting the Most Out of a Consulting Engagement

At Stellar, we are excited about formally branding a long running service we’ve provided to clients. Stellar Evolve is our consulting division, designed to help clients transform their customer experiences through comprehensive customer strategies and contact centre optimisation. Having reflected on all the advice we have provided over the years, we thought it would be instructive to ask one of our consulting directors to provide some recommendations around how to best use consultants.

Read More
Awards
Erica Johnson

Stellar Rebranding

Changing the logo is a big deal for us. It’s a chance to distil all the things we are into a single, graphical idea – something to help propel us to our next chapter. An image to better reflect our personality, our values, our people…something to capture Stellar.

Read More
Chatbot
Rebecka Donnelly

Best of the Bots 2017

Throughout 2017 chat bots have enjoyed increasing popularity on websites, in apps and in instant messaging services. Join Rebecka Donnelly, a self-confessed social media nerd, to find out her top five Messenger bots of 2017.

Read More
Stellar Asia Pacific