How You Speak Counts

teamwork_collaboration_774.png Have you ever been in an unproductive collaboration session in which one person dominates, another person lacks confidence and doesn’t speak, and others are tuned out? Or have you ever encountered bad vibes when talking to a contact center agent? Employee and agent behavior can make or break a meeting or customer engagement. Slack Debuts New Enterprise Security Controls Beth Schultz August 06, 2019 Enhancements aim to provide the ability to deploy Slack at enterprise scale in “safe, secure, and centralized way.” What impairs the productivity of contact center agents and UC participants?Call center turnover creates one of the biggest challenges to productivity, costing companies in terms of recruiting and training. Poor collaboration sessions delay results and hurt productivity. Other relevant collaboration blogs are:Phases to Pervasive CollaborationCombating Collaboration InefficienciesCollaboration & Remote Work Go Hand in HandTags:News & ViewsVoiceVibesDebra Cancrovibescoach feedbackTeam Collaboration Tools & WorkspacesContact Center & Customer ExperienceMeetingsTeam CollaborationUnified Communications & Collaboration Articles You Might Like Of course, this isn’t a new concept. In fact, I wrote my favorite blog about collaboration behavior, “Collaboration is Not Automatic,” back in October 2013. More recently, wanting to explore how collaboration participants and contact center agents can improve or degrade success, I spoke with Debra Cancro, CEO of VoiceVibes. VoiceVibes, which she founded, provides automated speech coaching using artificial intelligence (AI). The aim, Cancro said, is to help people be more effective communicators by guiding speakers through personalized speech practice sessions that enhance their communication style in quantifiable ways. Do most speakers recognize their vibes?Most people aren’t aware of their vibes. But the software helps with awareness and, in the case of negative vibes, improvement. When information is conveyed out loud, whether in real time or recorded – in a video or audio call or in person — the effectiveness of that oral communication is impacted by the delivery of the message. Does the speaker sound clear, confident, arrogant, authentic, or personable? Compounding this challenge to offer superior service levels is the fact that the pool of qualified contact center candidates is limited. The most important skill is the ability to communicate effectively in spoken conversations, according to research published last year by the Association of American Colleges and Universities. However, only 40% of executives surveyed rate recent college graduates as well prepared in oral communication. Does this sound like some of your collaboration participants? Slack Modernizes Desktop Client Beth Schultz July 22, 2019 Touts greater efficiency, responsiveness, and reliability… all of which should help workers be more productive. Log in or register to post comments Taming Teams: Where’s My Data? Kevin Kieller July 02, 2019 This simple storage question has a complex answer that any multinational organization considering Teams needs to explore. Taming Teams: Microsoft Looks to Inspire Partners Kevin Kieller July 16, 2019 Pushes the multiplier effect of the cloud, and highlights embedded Teams capabilities What do you mean by vibes?Vibes is the term we use to describe how you come across — how you’re likely to be perceived by others. With customers increasingly engaging with companies via bots, text, and email, the quality of customer experience provided by live call center agents is more critical than ever. One of the greatest aspects in preparing new agents or fostering better collaboration sessions for relationship-focused roles is getting people to the point where they can speak confidently and naturally. If this isn’t achieved, not only will customer satisfaction suffer, but the likelihood of turnover is high and the investment in hiring and training is lost. We’ve developed predictive models, trained on thousands of speech samples and millions of human perception ratings, to analyze recorded speech and objectively predict how an audience would rate it in 20 categories, or “vibes.” Unproductive collaboration sessions with bad vibes may be unpopular, but getting better tools won’t help. How UC participants talk and the way they express themselves does make difference. Learning to instill positive vibes for the collaboration session can go a long way to improving the efficiency, productivity, and popularity of a meeting. Why Slack Should Be Concerned about Microsoft Teams Kevin Kieller July 25, 2019 Likable though he may be, Slack CEO Stewart Butterfield is missing the point about his company’s chief competition. What about negative vibes? How do they hinder conversations and presentations?The main way that recognizing negative vibes helps speakers is they can see exactly in their speech where they sounded the most bored or detached. Our research shows that when it comes to sales, it’s actually three times worse to sound boring than arrogant! Of course, neither is good, but I believe that’s probably the most common issue that can now be measured and coached. How do you reduce the negative vibes?Trial and error is the best way to reduce negative vibes. Once you become self-aware and can receive feedback every time you practice, it’s the best way I know to improve. I like the analogy of a chef tasting her soup. She adds more ingredients, then tastes again, and repeats this process until the soup is perfected. Software isn’t perfect, so our tool also has an area for peer and coach feedback and scoring. If a speaker continues to struggle with sounding a certain way, a human coach can help. What are some examples of vibes, and how do they help in conversations and presentations?We measure nine positive vibes: authentic, assertive, captivating, clear, confident, dynamic/energetic, organized, personable, and persuasive. Feedback about positive vibes helps reinforce good behaviors. For example, we know that the presence of positive vibes in a seller’s voice significantly improves a listener’s response to the question, “Would you want to buy something from this person?” In fact, people were 13 times more likely to say they would want to buy from or work with a person when they rated a speaker as sounding extremely confident as opposed to not at all confident. See All in Team Collaboration Tools & Workspaces » Can positive vibes be adopted?I’ve found that the key for me is simply effort. When I’m consciously trying to be engaging for my audience, it shows. To do this, I must remember that even though I might be nervous, or bored with repeating the same demo every day, I need to show passion and energy and not let it be hidden. Once you practice this enough it begins to come naturally. We think of this as building new “muscle memory” by practicing the right behaviors over and over. read more