2021 Metrics Scripts Surveys 
Balto
JULY 7, 2022
When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. In early 2021, Balto conducted a first-of-its-kind survey of over 1,000 agents to find out why they make mistakes on calls. Why Agents Go Off Script. Figure 3: Why do agents go off script?
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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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. Increasing Empathy.
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.
ChurnZero
DECEMBER 28, 2021
Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.
Balto
FEBRUARY 6, 2023
We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. When I worked in service roles, I had a script, and I knew what I had to do to have a successful social interaction with a customer. In our survey, 46.7% Key word: opportunity.
SharpenCX
MAY 16, 2022
Common goals can be lead generation, proactively alerting customers to a problem, requesting to participate in satisfaction surveys and more. Your outbound call center metrics should be tied to your overall organizational goals. You may choose to focus on these metrics, along with others that are more relevant to your business.
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