scripting
Scripting Your Way to a Disappointing Customer Experience
July 16 by Brian CantorIf your agents are relying on a script for communicating with customers, those customers unfortunately do not "totally understand." A new study confirms that customers are very savvy when it comes...
If "No Problem" is a Problem, You’ve Failed at Customer Service
May 15 by Brian CantorIf a customer service representative’s slightly-errant word choice is capable of damaging your customer experience, odds are good that the experience is already broken. To people who know me...
5 Tips for Scripting in the Call Center (Besides "Don't")
April 04 by Heidi MillerTo 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...
Cincom and its Technology Solutions for the Contact Center
September 27 by CCW Digital EditorTed Cart, Client Executive of Cincom, sits down with former CMIQ editor Blake Landau and discusses its syncrity technology solution for the contact center, as well as the distinction between script...