Callminer
APRIL 21, 2020
Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Good scripting can lessen the amount of decision making, but another way to counteract. This helps in morale boosting as well as better handling of personal relationships when things are not going well.
ChurnZero
JANUARY 29, 2021
Due to the social constraints (most notably a lack of face-to-face interaction) of a work-from-home environment, I was growing more and more aware that I didn’t have a good pulse on team morale, and I didn’t know how to find that pulse so we could offer support where needed. Plan, but don’t script. your customers.
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Help Scout
JULY 13, 2021
If you sell something to them, you are (at least morally) responsible for their experience. Bot of America In what was initially presented as friendly, human social media service, but later revealed to be another bamboozled bot, Bank of America repeatedly sent generic “helpful” Twitter replies to an artist protesting the bank’s behavior.
SharpenCX
APRIL 22, 2020
And, they make business decisions based on those values – not based on throwing fast cash in the bank. Acting with intention and connecting your team to purpose has big benefits for team productivity, morale, and retention, too. If you need scripts filled monthly, you’re looking at a 200% return from that benefit alone.
Integrity Solutions
SEPTEMBER 28, 2023
In the banking sector this is especially apparent. New research found that just one in five banking customers feels valued by their bank, while good customer service (along with trust and reliability) was cited as having the biggest impact on their decision to stick with a provider. Customers want empathy. Really heard.
CSM Magazine
APRIL 25, 2022
How many times have you called into a contact center and felt like the other person on the end of the line was reading from a script? Too many constrictions are bad for employee morale. Give your employees the freedom to ‘go off script’ and really connect with customers on a human level.
Tenfold - Contact Center Blog
DECEMBER 28, 2017
With automated, real-time monitoring of voice pitch, scripting, and key words on social, SMS or chat, call center operations can intercept negative customer interactions and provide a high level of service as incidents occur. This is an effective means to slowing turn around and improving productivity by boasting morale.
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