Global Response

OCTOBER 2, 2023

While there are plenty of companies who fit into the company B category—think Chewy, Southwest Airlines, the Ritz-Carlton, Zappos, Trader Joe’s—there’s plenty of companies who fit into the company A category as well (we won’t name names). Use scripts when necessary to help agents frame things positively for customers. High call volume.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Global Response

MARCH 16, 2023

While this is especially important during in-person interactions, such as at an airline service desk or in-person at a store, it’s essential even if you’re speaking to a customer over the phone or via chat. Another empathy technique is to literally demonstrate empathy through engaged body language.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

LiveChat

SEPTEMBER 16, 2015

For an airline company like Jet Blue, it’s a huge ice storm hitting the East Coast, grounding well over 1,000 flights. In this kind of attack, the assailants use computer scripts pretending to be normal users that perform million actions a minute in our software. And I’m talking end-of-the-world disaster here.

Management 73

Management Airlines Scripts B2B 73

Connecting the Dots

APRIL 21, 2017

But in this global, digital, outsourced, co-branded, make-incremental-revenue model type marketplace, I think it’s entirely fair to say that complaint handling is even more important than it ever has been. The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48