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. These challenges, among others, lead to unique scripting issues at larger contact centers.

Scripts 52

Scripts Contact Center Morale Best practices 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. Encourage agents to cheer up callers with more flexible scripting. Take advantage of this phenomenon by constructing your scripts to promote positive responses.”

Best practices 226

Best practices Call Center Contact Center Scripts 226

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. They’ll follow scripts and protocol.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. They’ll follow scripts and protocol.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

NobelBiz

FEBRUARY 22, 2023

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. However, depending entirely on a call script and reciting it mechanically is one of the most common blunders in customer service! And really embodies your contact center vision.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

NobelBiz

MAY 17, 2022

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. However, depending entirely on a call script and reciting it mechanically is one of the most common blunders in customer service! And really embodies your contact center vision.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52