Global Response

JULY 27, 2023

Use scripted responses aligned with brand messaging. Although scripting is sometimes frowned upon as being too “forced” or “rigid,” well-designed scripts can help agents embody your brand with clear examples. Real-time analytics are one of the best tools available to monitor brand consistency and provide in-the-moment feedback.

Call Center 62

Call Center Scripts Multi-channel support Feedback 62

ProProfs Blog

JULY 29, 2020

Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone? The crux of the matter is that although phone support has evolved over the years, it still is light years away from meeting customer expectations.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52