5 Tips for Scripting in the Call Center (Besides "Don't")

Heidi Miller

To script or not to script in the call center: it's a deceptively complicated question. Callers don't enjoy trying to connect with robo-agents who can't deviate from a script, but trainers can find scripting certain types of call segments to be beneficial for getting new agents up to speed and for training old agents in new protocols. As with most questions, the solution lies somewhere in between. Scripts in and of themselves aren't necessarily detrimental to a friendly customer service expe...
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