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.
TMP Direct
MARCH 24, 2015
At these sessions, we often brainstorm about new scripting or product information at these sessions. The amount of information that can be learned from a simple customer satisfaction or purchase cycle survey can be significant. TMP Direct ownership invested over $500,000 into our call center infrastructure in 2008.
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Fonolo
NOVEMBER 17, 2020
ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Is it the Voice Channel You’re Looking for? of interactions. Up from just 2.2%
Lumoa
JUNE 14, 2023
You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. A survey of over 3,200 random customers revealed that an overwhelming 75% would likely share their negative experiences with friends and family.
SharpenCX
NOVEMBER 26, 2019
From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. But a recent Forbes article found only 13% of companies surveyed have an employee value proposition that’s connected to their purpose and mission. They’ll follow scripts and protocol.
SharpenCX
NOVEMBER 26, 2019
From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. But a recent Forbes article found only 13% of companies surveyed have an employee value proposition that’s connected to their purpose and mission. They’ll follow scripts and protocol.
Callminer
JANUARY 18, 2021
Encourage agents to cheer up callers with more flexible scripting. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Implement IVR post-call surveys to glean better insights from callers.
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