2022 Best practices Coaching Scripts 
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.
Balto
JULY 7, 2022
When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. It may take a few sessions before coaching and training effectively sink in.
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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.
CSM Magazine
JUNE 27, 2023
With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. “Simulation training is the most powerful form of learning, from pilots learning how to fly a plane to surgeons practicing before operating on live patients.
Fonolo
FEBRUARY 3, 2022
Here we’ll run through how tone of voice affects customer interactions, best call center practices, the 7-38-55 rule, and everything else your call center management team needs to know on this subject. Industry Report: State of the Contact Center 2022. Best Practices for Tone of Voice. Contact Center Trends 2022.
Balto
AUGUST 24, 2022
5 Ways to Turn 2022’s AEP Challenges Into 2023’s Opportunities for Greater Success. 2022’s registration was particularly challenging, with consumers facing rising health care prices and less disposable income. Maintain Up-to-Date Scripts and Information Access. Coach in Real-Time. AI-Powered Services.
Balto
FEBRUARY 6, 2023
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. This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip.
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