SharpenCX

JUNE 22, 2021

Read Next]: 6 Support Scripts you Should Have in your Internal Knowledge Base to Guide Any Customer Conversation. Step 4: Provide a pathway for upskilling employees and developing professional skills. Employee engagement has seen a lot of ups and downs this past year as a result of COVID-19, and it matters now more than ever.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” 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.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

AUGUST 22, 2022

For decades, agents would read from a set-in-stone script, like what you’d find in a Frequently Asked Questions section of a website. Agents were unable to veer from the script. Without some creative freedom, employee engagement can take a downward spiral. Agents want to do a good job and solve customers’ issues.

Contact Center 52

Contact Center Scripts Gamification Coaching 52