Feedback

  • 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:

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

Related topics

Keyword considerations

Keyword definitions

Keyword examples

Keyword organization