Love, call center style.One of the most reliable ways we gain knowledge is by learning through others' experience. Since the launch of the Outrageous Interactions promotion, I have been flooded with zany stories. I've I've Contraction of I have. I've I have I've have been in the call center industry for some time now and have encountered my fair share of absurdity. Even so, I did not predict some of the interactions that have been described. So, I'd I'd 1. Contraction of I had. 2. Contraction of I would. I'd I had or I would I'd have ~would like to take this opportunity to share with you one of the recent submissions. This is an experience we can all benefit from. [ILLUSTRATION OMITTED] I'm I'm Contraction of I am. Our Living Language Speakers of some scattered varieties of American English sometimes use I'm instead of I've or I have in present perfect constructions, as in a manager for a help desk. One day my agent received a call from a customer who had some concerns with her phone. However, he was unable to provide a resolution. So, the agent confirmed the caller's contact details and redirected the issue to me. Not knowing the specific issue she was having with her phone, I called the customer back. I have a feeling I should have waited. When she answered the phone, she was completely bouncing of the walls. I was having some trouble calming her down. I hadn't even given her the reason I was calling or my name, but that didn't matter since she already had several names picked out for me. After about five minutes of listening to her tirade, I was about to lose it. I raised my voice telling her to calm down or I would have to hang up. All of the sudden, she said "who is this?" There was a good minute of silence on her end as I explained that I was the representative calling back about her phone issue. It was so quiet in fact that I had to ask, "Are you still there?" She sheepishly sheep·ish adj. 1. Embarrassed, as by consciousness of a fault: a sheepish grin. 2. Meek or stupid. sheep replied "Yes." She proceeded to apologize a·pol·o·gize intr.v. a·pol·o·gized, a·pol·o·giz·ing, a·pol·o·giz·es 1. To make excuse for or regretful acknowledgment of a fault or offense. 2. To make a formal defense or justification in speech or writing. profusely pro·fuse adj. 1. Plentiful; copious. 2. Giving or given freely and abundantly; extravagant: were profuse in their compliments. for her behavior and explained that she had been having the worst day. Her dog was sick, she stubbed stub n. 1. The usually short end remaining after something bigger has been used up: a pencil stub; a cigarette stub. See Regional Note at stob. 2. her toe, she had locked her keys in the car, and to top things off when she tried to call the locksmith her telephone started acting up. I kind of wanted to laugh, but thought better of it. Seems all she really needed was an outlet and I provided that by just listening. Soon she was calm and I was able to assist her with her telephone issue. In no time flat, I had the problem resolved and she was another satisfied customer sent on her way ... or so I thought. A few weeks later an agent transfers a call to me. It was her! Unbeknownst to me, she had saved my number on her caller ID A telephone company service that sends the caller's telephone number between the first and second ring of the call. If the calling number is not blocked, the calling number is displayed on the handset or base station of the called party. . She called to thank me for my patience and kindness Kindness See also Generosity. Allworthy, Squire Tom Jones’s goodhearted foster father. [Br. Lit. during our call a few weeks back. Of course, I responded with "That's my job and I'm always happy to help." Then she asked me out for coffee! Well, one crazy phone call, a few cups of coffee, and three years later she's my wife. What's Your Story? No matter how much we try to prepare ourselves for the wacky, the weird, the unexpected, we don't always achieve it. However, it's those outrageous moments that become some of our best stories. Everybody has a story to tell. Tell us yours! The Interactive Intelligence "Outrageous Interactions" promorion invites agents and managers alike to submit stories of your most memorable customer phone call, voice mail, e-mail, letter, or web chat. If our panel of judges selects your story as the most outrageous, you'll win a 5-day/4-night trip to Hawaii. Seriously. (Or win $500 if you submit the winning "referral" story of another agent of manager.) For entry information and Official Rules, visit www.outrageous-interactions.com. Enter through August 31, 2008; the winning entrant en·trant n. One that enters, especially one that enters a competition. [French, from present participle of entrer, to enter, from Old French; see enter. will be announced on or about September 30. Some of the stories may even be published in this space in the coming months, so happy writing. Tim Passios is Director of Solutions Marketing for Interactive Intelligence Inc. and has more than 17 years experience in the contact center industry. Interactive Intelligence is a leading provider of IP business communications software (communications, software) communications software - Application programs, operating system components, and probably firmware, forming part of a communication system. These different software components might be classified according to the functions within the Open Systems and services for the contact center and the enterprise, with more than 3,000 installations in nearly 70 countries. For more information, contact Interactive Intelligence at asktheexpert inin.com or (317) 872-3000. By Tim Passios, Director of Product Management, Interactive Intelligence A Special Editorial Series Sponsored By Interactive Intelligence |
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