{"id":1151,"date":"2011-11-10T09:38:16","date_gmt":"2011-11-10T09:38:16","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1151"},"modified":"2011-11-10T09:38:16","modified_gmt":"2011-11-10T09:38:16","slug":"the-power-of-positive-language","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/the-power-of-positive-language\/","title":{"rendered":"The power of positive language"},"content":{"rendered":"<p>This post is inspired by two presentations I&#8217;ve seen recently.\u00a0 One from Julie at <a title=\"Carnival Cruises\" href=\"http:\/\/www.carnivalcruise.co.uk\/\" target=\"_blank\" rel=\"noopener\">Carnival Cruises<\/a>, the other from Dave at <a title=\"Sunderland City Council\" href=\"http:\/\/www.sunderland.gov.uk\/index.aspx?articleid=1\" target=\"_blank\" rel=\"noopener\">Sunderland City Council<\/a>.\u00a0\u00a0 They featured very differing content, but both of them really showcased an area I hadn&#8217;t paid much attention to before &#8211; the negativity of the language used within contact centre measurements.<\/p>\n<p>\u00a0We talk about<\/p>\n<ul>\n<li>Attrition<\/li>\n<li>Absence<\/li>\n<li>Missed calls<\/li>\n<li>Abandoned calls<\/li>\n<\/ul>\n<p>\u00a0Why not focus on the positive aspects of what we do, and switch that around to talk about<\/p>\n<ul>\n<li>Retention<\/li>\n<li>Presence<\/li>\n<li>Calls answered<\/li>\n<li>Successful calls<\/li>\n<\/ul>\n<p>\u00a0It might seem a small thing to be worried about, but its a part of turning contact centers around to something that organizations believe in.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This post is inspired by two presentations I&#8217;ve seen recently.\u00a0 [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1151"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1151"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1151\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1151"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1151"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1151"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}