Collections Linguistic Workshop: Honing the Fine Art of Verbal Precision and Vocal Acuity

November 4, 2016


8:30 AM  -  9:30 AM
Opal Sun
LISTEN 2016 General Session

Analytics insights can show where understandability issues exist within your collection agent community and the underlying factors of speech such as inconsistent & ineffective verbalization that contribute to those scores. This interactive workshop will provide you with the tools to better measure the effectiveness of their efforts, and unique take-aways including elements of emotional intelligence, positive psychology, behavioral interviewing, and neuro-linguistic programming that will help coach agents to refine their overall mechanics and improve specific metrics immediately.

Attendees will leave this session with specific phrases and modifications that they can bring back to their teams to improve vocal energy, verbal precision and the confidence to enhance their performance.


Session Category :  Analyst Sessions  Executive Sessions  General Audience