How about a tiny dash board on every call center operator’s computer that shows the weather where the caller is?

My hunch is rapport would improve.

Much of communication is understanding where another is “coming from.”

If a caller sounds frustrated or unpleasant, it could be that it’s a freezing, rainy day. Weather can affect mood. Knowing this could help the operator be less judgmental and more understanding.

Small improvements can go a long way, especially on the phone when 55% of communication is lost.

The three elements of communication are:

• 7% Words
• 38% Tone of Voice
• 55% Facial Expression (LOST on the phone)