We use hard data to teach soft-skills
When customers and employees feel cared for
…a lot can happen. Engagement scores rise (8%), handling times decrease (9.9%), and absenteeism, safety incidents, and dissatisfied customers can all drop as much as 40-50%.
But can you really measure how caring gets expressed?
Yes! With the help of clinical psychologists, we’ve identified six standard skills for expressing empathy and caring in your communication. Grounded in evidence-based therapeutic counseling, we’ve incorporated these metrics into a proprietary machine-learning algorithm. This algorithm can scan any two-person conversation and show you exactly where and how much you use these skills.
Access our work in the form of training and evaluation tools so you can start proving the ROI of your communication skills.
How it works:
We use Natural Language Processing (NLP) and clinically reviewed therapeutic techniques to pinpoint where your words align with proven strategies of empathetic communication.
Many find that what they thought was a caring response actually comes off as dismissive or directive. Fortunately, our algorithm and training solutions will show you how to instill and measure new skills.
“I am having the worst day.”
I know what you mean. But is it really that bad? I’m here, and I can fix it.
You’re feeling overwhelmed. What else is going on?
Double-digit improvements in just a few conversations
Case Study:
In a recent training with 100 wealth management advisors, we saw empathy skills increase an average of 10% (and as much as 19%) in just a few practice conversations with our algorithm. Once they knew what counted as high-quality empathy, adjusting their communication skills became a straightforward task. Read the full case study here.
What would a 10% boost in empathy look like in your workforce? According to Gallup, only four in 10 people think someone at work cares about them, and doubling that ratio would reduce absenteeism by 41%. Increasing empathy also increases the bottom line.
“The opportunity to interact and receive immediate, detailed feedback, as well as a transcript of interactions, provides a seamless experience for learning.”
- Judging panel feedback
Presented in September 2023, this case study and its use of our algorithm engine won two awards from Training Magazine for best use of gamified training mechanics.
Get tools and training for your team
Whether you’re just looking for a transcript evaluation tool or a complete soft-skill training program, our tools will help you show the ROI of communication skills. Check out our products page to see how.