Contents

Keyword examples

This topic provides example keywords and phrases you might set up for use in Interaction Analyzer to spot usage when spoken by agents, customers, or both. Use these examples to help you think about what keywords and phrases are important to your contact center or business and then build upon it.

Note: These keywords are only examples and do not represent a comprehensive collection of keywords that can achieve the goals for your contact center.

Examples are provided for the following keyword categories:

Agent greetings
Agent training issues
Call conclusion
Call escalation
Competitors
Cursing
First Call Resolution (FCR)
Marketing
Negative statements
Positive statements
Problem identification
Problem resolution
Sales
Service improvement
Threats
Upset customer

The following tables contain example keywords, sorted by category and keyword set name.

Example Keyword Set Category: Agent greetings

Keyword Set Name	Keywords
(Agent) Collections Statements	This is your final You are obligated to Garnish We will send this account to collections We are demanding full payment on this account Forfeiture of discount Final deadline Offer expires Last chance No choice but to Shut off Suspended
(Agent) Opening Statements	Hi my name is Hello my name is How are you today My goal is to
(Agent) Sales Pitch	You will be able to enjoy You will only be charged We have a variety of It's a wonderful service Won't take much of your time For special customers like you What can I do to get you to All I need is your Could I have your credit card number What would convince you You can't go wrong
(Agent) Survey Pitch	What is the reason for your call today How do you like How would you rate What is the most important

Example Keyword Set Category: Agent training issues

Keyword Set Name	Keywords
(Customer) Broken Trust	You said You told me Wait a minute Wait a second Ask me that before Asked me that before You even listening You listening You're not listening Don't know what you're doing I don't care Don't give me You don't understand Report you I didn't get my I did not receive
(Agent) Excuses	I just work here It's not my job I'm just doing my job I'm new here I just started here They didn't train me
(Agent) Improper Statements	Calm down Hold on Can't do that Lost your record Lost your file File is lost Shut up
(Agent) Lack of Knowledge	I don't know Beats me Let me get back to you later Let me call you back later I guess so

Example Keyword Set Category: Call conclusion

Keyword Set Name	Keywords
(Agent) Ending Statements	Have a great day Again, my name is

Example Keyword Set Category: Call escalation

Keyword Set Name	Keywords
(Customer) Redirection Requests	Your supervisor A supervisor Your manager A manager Let me speak to Let me talk to I want to talk I want to speak Transfer me to someone who I demand

Example Keyword Set Category: Competitors

Keyword Set Name	Keywords
Competitor Names	XYZ Company 111 Corporation ABC Incorporated
Competitor Products	Product Name 1 Product Name 2 Product Name 3

Example Keyword Set Category: Cursing

Keyword Set Name	Keywords
Cursing	Darn Heck Freak Crap Sucks Shove it

Example Keyword Set Category: First Call Resolution (FCR)

Keyword Set Name	Keywords
(Customer) Subsequent Call	Last time Called before Calling again Calling back Called back Keep calling Time I've called

Example Keyword Set Category: Marketing

Keyword Set Name	Keywords
(Agent) Ad Placement	How did you hear about What referred you to our How you heard about Did you see our
(Customer) Ad Placement	I saw your I heard your I read your On your Web site

Example Keyword Set Category: Negative statements

Keyword Set Name	Keywords
(Agent) Astonishment	You're kidding me Got to be kidding That's unbelievable You're putting me on No way
(Agent) Condescension	You're not the only one How I feel That's too bad Aren't you just Why are you so
(Agent) Poor Attitude	I don't care I don't believe you Sucks to be you I'd hate to be you Tell someone who cares I can't handle this Out of luck You should call back That isn't my responsibility Will tell you the same thing
(Customer) Collection Excuses	Unemployed Bankruptcy I don't have a job Lost my job Was fired Laid off

Example Keyword Set Category: Positive statements

Keyword Set Name	Keywords
(Agent) Action	Right away I will make sure I am going to What we can do I will address this The best thing I can do What I will do for you
(Agent) Adverbs	Definitely Absolutely Surely Certainly Quickly Positively
(Agent) Advice	I would suggest I recommend Your best option is As soon as you receive To avoid this problem All you need to do is The best thing you can do
(Agent) Cooperation	Let's work on this together We can resolve this Let's figure out what Let's look at this together Let's go ahead and Let's take care We can fix this
(Agent) Empathy	I see I understand Understand the inconvenience I completely understand How can I help you I'm sorry to hear that Sorry for the inconvenience You are a valued
(Agent) General	Please Thank you I appreciate your patience
(Agent) Reassurance	Rest assured I will try my best More than glad More than happy Based on our experience I will ensure that I assure you that Your satisfaction is We value Of course Guarantee
(Customer) Trust	Trust you I can believe that Straightforward Honest with me Honest with you

Example Keyword Set Category: Problem identification

Keyword Set Name	Keywords
(Customer) Account Identification	My account number is My number is My user name is My customer ID is My account is
Product Identification	Product name 1 Product name 2 Product name 3

Example Keyword Set Category: Problem resolution

Keyword Set Name	Keywords
(Agent) Resolution Indicators	Is there anything else I can help you with I'm glad I could help
(Customer) Resolution Indicators	I'm happy I'm pleased Great Amazing Amazed Excellent Fantastic Perfect Working now It works Wonderful Relieved Terrific Fabulous Satisfied Outstanding That was easy Very helpful I appreciate Thank you Thanks Thankful That's better That's much better You deserve a You really know Great job Good work Job well done

Example Keyword Set Category: Sales

Keyword Set Name	Keywords
(Customer) Loss of Business	Cancel my account Canceling my account Close my account Cancel my service Stop service Money back Refund I'll never purchase I'll never buy Never get another Hears about this Better Business Bureau
(Customer) Referral	I'll tell everyone I'll tell my Will love this For my friends
(Customer) Repeat Business	Where can I get When can I get When does I'm going to order I'll order Get another Next version Next release Next update
(Customer) Sale Success	When will I receive What can I expect My credit card number is I'll go with Purchase I'll buy

Example Keyword Set Category: Service improvement

Keyword Set Name	Keywords
(Customer) Suggestions	It would be great if What you should do is Would be better if Would be so much better if Want to see Want to hear about Like to see You should consider You should make

Example Keyword Set Category: Threats

Keyword Set Name	Keywords
Legal Action	Attorney Lawyer Legal action I'll sue you I'll sue your Take you to court Lawsuit
Threats	Come down there I'll find you Kill you Don't make me I'll get you Get even Blow up Revenge Pay back Hurt you Where it hurts Blow you away Gun down Shoot you Stab you

Example Keyword Set Category: Upset customer

Keyword Set Name	Keywords
(Customer) Emotional Words	Unacceptable Frustrated Unfair Isn't fair You people Angry Makes me mad Makes me so mad Outraged I don't understand Ridiculous Upset Ticked off Is that the best Unhappy
(Customer) Time Issues	I can't wait I don't have time Take all day Hours and hours Put me on hold Can you hurry Waste my time Wasting my time Taking so long Do you know what time it is