Employee abuse is a corrosive everyday occurrence for some.
Unpleasant calls from dissatisfied or unreasonable customers can be taken by any front-end staff, which can be confronting and emotional. Furthermore, abusive conversations can have a profound impact on employees’ morale, productivity, and mental wellbeing, leading to a damaging impact on a business.
Victims can feel silently unsupported, while customer relationships may quietly turn toxic, and the overall negative consequences can become a ticking timebomb.
Indeed, in today’s modern enterprise space, employee wellbeing is a vital part of organisations’ Environmental, Social and Governance processes; not only from a legal and compliance perspective but a moral one too.
The ‘anytime, anywhere’ omnichannel nature of communications means enterprises must process millions of voice, email, messaging, and social media interactions every year and, to date, it has been virtually impossible to spot the abusive ones and take action.
However, now, deploying conversation capture and conversation intelligence solutions across all channels means this advanced AI algorithm can dive deep into the fabric of your interactions, by analysing the context of the entire conversation to provide insight into employees’ challenges and guiding efforts to enhance workplace culture, satisfaction and productivity.
All any-sized organisations – from mid-market, SMB, to even enterprises – and their IT service partners must do is pick the right solution.
“Smart organisations are also socially responsible organisations, but it’s much more than that – improving employee wellbeing from abuse is also commercially strategic because, ultimately, it goes to the heart of delivering crucial workforce and customer satisfaction,” says Michael Weeding, Global Product Director at Dubber, the global conversation capture and intelligence platform provider, whose latest release in its ‘Moments’ series of solutions uses Natural Language Understanding (NLU) to identify abusive interactions.
“Being subjected to abusive language in any situation should not be acceptable, but if enterprises are unaware that it is happening, they cannot act to prevent it. Thankfully, Moments makes that easy.”
The platform – which directly integrates with organisations’ existing communications service provider’s network – swiftly analyses recorded conversations to identify instances of abuse. Out-of-the-box topic categorisation means users are able to easily classify abusive content with predefined categories; Intuitive Data Visualisation presents insights via user-friendly visual representations; and Automated Highlighting flags summaries of abusive moments for efficient review. In addition, Data Access Control ensures the security and privacy of sensitive information.
“Importantly, this functionality eliminates the burden on victims of abuse to step forward and report incidents,” says Weeding. “By automating the process, our solution helps create a safer environment and demonstrates to organisations’ team members that they are seen, heard, and supported.”
The results empower organisations to implement precise strategies and make data-driven decisions, fostering a safer and more positive work environment. With actionable insights, they can make choices informed by the wellbeing of their employees, thereby fortifying their organisation’s trust and support foundation.
Problematic customer interactions can be identified and handled effectively, fostering healthier relationships, enhancing brand reputation, and driving loyalty.
“The beauty is that those actions and processes are now data-driven,” says Weeding.
“Our advanced analytics provide in-depth understanding of abuse within an organisation and support targeted strategies for a more respectful and positive work environment. For organisations that want to take a leading position in protecting the wellbeing and safety of their employees, this latest Moments release is a game-changer.”
- To learn more about how Dubber can help your and your customers’ businesses leverage AI-powered conversation intelligence, click here.
