4 Dumb Things Call Center Agents Say…And How to Fix Them

The irony of call center scripting, training and coaching should be lost on no one with a hint of compassion for the customer. On the one hand, we devote effort and resources into robotizing agents, assuring that no wild card emerges to damage the brand’s reputation with customers. Yet in worrying so intently about the superficiality of call center interactions, we overlook that the depleted quality of service provided will carry a far greater impact on the customer’s satisfacti... To continue reading this story Click Here