Help Scout

JULY 13, 2021

If you sell something to them, you are (at least morally) responsible for their experience. Be in touch: Invest in customer service. Build better self-service resources. This one was a robot, but there are plenty of real humans who aren’t able to break from the script even when the play suddenly has a new act.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

Integrity Solutions

SEPTEMBER 28, 2023

Investing in customer service can decrease your churn rate, which decreases the amount you have to spend on acquiring new customers and decreases the overall Customer Acquisition Cost (CAC). In the banking sector this is especially apparent. It takes more than product knowledge and a script to help someone be customer focused.

Customer Service 107

Customer Service Coaching Contact Center Banking 107

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.

Scripts 52

Scripts Morale Banking Contact Center 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Predictive analysis of an agent’s performance is achieved by establishing patterns to capture good and poor agent performance in order to gauge an agent’s level of customer service. This is an effective means to slowing turn around and improving productivity by boasting morale. AI helps in quality assurance.

call center workforce 54

call center workforce Call Center Technology Management 54