2022 Feedback Morale Scripts 
Balto
MAY 31, 2022
As contact centers incorporate new technology and practices to keep up with shifting industry trends and competitors, call scripts remain one of the most widely used tools in the industry. So how useful is the classic script for agents alongside a shift to a remote or hybrid work environment? Figure 1: Script Usage By Work Environment.
Balto
JUNE 23, 2022
“The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” Share on Twitter. Share on Facebook.
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Balto
JUNE 13, 2022
Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.
Fonolo
APRIL 5, 2022
Their day-to-day work is riddled with angry customers, monotonous scripts, and constant problem-solving. In 2022, agent attrition is worse than ever. Agent Engagement Will Be Critical for Contact Centers in 2022. Conducting performance evaluations and providing feedback to agents. Call center agents don’t have easy jobs.
Global Response
AUGUST 7, 2023
Should employees go above and beyond to handle customer problems, or should they stick to the script and answer as many calls as possible? Instead, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management.
OctopusTech
AUGUST 31, 2022
IVR provides features such as queue callback options, script designing, specific group calling, identifying the words of callers through automatic speech recognition, and routing calls to the most appropriate agent of the call center. Boosts the morale and performance of agents. Gather feedback from your support staff.
NobelBiz
AUGUST 28, 2023
Integration with Customer Feedback Channels like surveys and reviews into your contact center operations can enable agents to gather valuable insights and adapt their approach accordingly. High turnover not only affects the contact center performance but also dampens team morale. The struggle to retain skilled agents is real.
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