Call flow Coaching Employee engagement Scripts 
Enghouse Interactive
APRIL 28, 2019
Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Typically such an approach solidifies/deepens their engagement with the organization, reduces churn/turnover and increases job satisfaction – a win for the customer, the agent and the company.
Enghouse Interactive
MAY 21, 2019
Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Typically such an approach solidifies/deepens their engagement with the organization, reduces churn/turnover and increases job satisfaction – a win for the customer, the agent and the company.
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Balto
FEBRUARY 6, 2023
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. This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip. 5 job satisfaction rating on average).
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.
JustCall
APRIL 5, 2023
Call recording – Calls are recorded for quality and training. Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Five9 has additional features like customizable templates, data visualization, and employee coaching tools.
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