The "Abuse Moment" is a critical feature of Dubber Insights aimed at recognising and addressing abusive interactions during calls and online meetings. It is designed to identify various types of abuse, providing organisations with the necessary tools to protect employees and promote a respectful work environment.
"Abuse", is crafted to provide a consistent and intuitive user experience within Dubber Insights. No matter which Moment you are interacting with, you will encounter a familiar UX pattern and UI layout. This design philosophy ensures that whether you are navigating "Abuse" or any other Moment activated for your account, the process is streamlined and user-friendly, allowing for a seamless transition between different Moments and a coherent overall experience.
Navigating "Abuse" Moment
Once enabled, the "Abuse" Moment begins analysing your recorded conversations for incidents of abuse, categorised into the following topics:
- Aggressive Language: Includes swearing, name-calling, or other derogatory comments.
- Emotional Abuse: Encompasses manipulative or controlling behaviours affecting another person's emotions.
- Sexual Harassment: Involves unsolicited sexually explicit conversations.
- Discriminatory Abuse: Captures unfair treatment or comments based on differences such as ethnicity, accent, sexual orientation, gender, age, religion, or disability.
- Threats: Identifies expressions of intent to cause physical harm.
Understanding "Abuse" Moment Through Examples
Here are practical examples illustrating how the "Abuse" Moment functions:
- In Hospitality: Jim, a team leader, utilises “Abuse” Moment to manage and address instances of aggressive language in customer interactions, ensuring compliance and supporting his team's wellbeing.
- In Healthcare: Helen, an HR manager, employs “Abuse” Moment to proactively detect and address discriminatory abuse, thereby upholding communication standards and fostering a culture of respect.
Recognising the Impact of "Abuse” Moment
Implementing the "Abuse" Moment yields several benefits, enhancing not only employee well-being but also the overall health of your organisation:
- Insights for Employee Wellbeing: Gain a deeper understanding of the challenges faced by your team members to foster a supportive workplace.
- Victim Support: By automating the detection of abuse, you reduce the burden on individuals to report incidents, creating a safer environment for all.
- Risk Mitigation: Protect your organisation from the potential legal repercussions associated with harassment and discrimination.
- Improved Customer Relations: Learn to identify and manage problematic interactions, which can lead to healthier client relationships.
- Data-Driven Decisions: Use analytics to develop strategies that contribute to a more respectful and positive workplace.
Applying Insights from the "Abuse" Moment
To fully leverage the "Abuse" Moment, consider the following steps:
- Review Detected Incidents: Regularly check your dashboard to monitor incidents categorised under each abuse topic.
- Analyse Patterns: Understand the context of these incidents to develop preventative measures.
- Train Employees: Use the insights to educate your team on how to handle abusive situations effectively.
How to Activate the "Abuse” Moment
To take advantage of "Abuse," the Moment must first be enabled in your Insights Account. For activation, please get in touch with your service provider, and they will guide you through the setup process.