call center scripts

Are your call center scripts working for or against you?

There are many pros and cons to call center scripts.  For many organizations, they are a necessary evil.  One of the problems with call center scripts is, well, when your customers notice that your call center agent is reading from a script.  This ‘strategy’ does more than annoy the customer; it affects the customer experience and the satisfaction with your brand which you know through the feedback.  If you are curious to see how your latest scripts are doing, review your customer comments.  You may uncover ‘knuggets’ like the ones below that will not only help pinpoint the problem with some recent low scoring but also help identify what needs to be changed. Continue reading

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