Steve Kraus

The Impact of Emotionally Intelligent Technology on Human Performance

Why is emotional intelligence technology important? Technology has advanced our day-to-day lives with everything from making it easier to connect with others, to help with simple repetitive tasks. Until now, however, technology has not been human-aware, meaning it has not taken human behavior into account...

The Empathy Series, Part 3 – Implementing Organizational Empathy

This is part three of a three-part series. To catch up, read parts one and two, here: Why Your Brand Needs Empathy and How to Build Trust Through Empathy. Throughout this blog series, we have covered what empathy is, why it is essential for...

How to Build Trust Through Empathy – The Empathy Series, Part 2

This is part two of a three-part series. To catch up, read part one, here: Why Your Brand Needs Empathy. According to researchers from the University of Cambridge, empathetic people are made, not born. And in today’s corporate landscape empathy is more important than ever...

Why Your Brand Needs Empathy (Part 1)

Establishing and maintaining customer trust and loyalty is critical to a brand’s success. According to PwC, 73 percent of people point to customer experience as an important factor in their purchasing decisions, yet only 49 percent of U.S. consumers say companies provide a good...

4 Non-Verbal Behaviors That Speak Volumes

Human beings developed the capacity to communicate with words over 60,000 years ago, however we have used our non-verbal skills including voice, facial expressions, and gestures to communicate for much longer. As a result, despite our breadth of vocabulary today, the hallmarks of a strong...

What makes a good conversation?

The Challenge Conversations can often be incredibly high stakes. Imagine, for instance, your last job interview. You are invited to meet with high level executives and arrive fully prepared with knowledge about the company, their business challenges, and competitors. You know you gave relevant...

Combatting Burnout in the Contact Center

This holiday season, people are likely to order gifts online because it’s fast and simple. One unintended consequence, though, is the subsequent delay in delivery, ultimately leading, to an increase in anxious customer calls in search of missing gifts. When choosing to call a company,...

A Glance into the Crystal Ball: The Future of Voice Technology

Voice technology is changing the way we interact with people and devices. To date, innovation in voice has been mostly limited to convenience. Currently, most mature voice applications serve as a more convenient way of communicating than typing. The power of voice is limited...

Person Perception: What it Is, Why It’s important And Why Most of Us Aren’t...

Think back to the last conversation you had with someone, how tuned in were you to their voice inflection, gestures and body language? In every conversation, we must notice and interpret both the words being said and all the nonverbal behaviors that accompany those...

Call Centers, Listen Up: 3 Steps to Define the Customer Experience at “Hello”

There’s an old expression, “You never have a second chance to make a first impression.” In as little as 100ms we begin to shape our perception of whether or not we like and trust the person with whom we are interacting. As an...

Three Reasons Millennials Embrace Service – Not Just Self-Service

Earning the loyalty of millennials is the Holy Grail for modern-day organizations. Millennials want to be in control. They want fast results and instant information, and are less inclined to pick up the phone than generations prior. The world is at their fingertips. Brands...

Humans, not Chatbots, Hold the Key to Customer Loyalty

In a world where people are continuously connected and able to share good and bad experiences, customers have more influence on brand reputation than ever. They have a closer relationship and emotional investment in the companies they select, and with more ways to interact...

Lightening the Load: The Unique Psychology of a Call Center Agent

We have all had at least one negative customer service experience. When dealing with a company we invest time and effort into navigating their automated system, and we must wait patiently through seemingly endless hold music. It is incredibly frustrating and disappointing when our...

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