Coaching Customer centricity Morale Scripts 
Fonolo
APRIL 15, 2020
There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. Coaching builds confidence and as a manager, it’s your job to do that.
Horizon CX
FEBRUARY 29, 2024
Perfunctory service creates a barrier to building long-term relationships with customers, resulting in lost opportunities for repeat business and revenue growth. Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale.
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TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Happier contact center agents mean more pleasant interactions for customers. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.
JustCall
OCTOBER 16, 2023
This is an all-too-familiar line often used in customer service. In fact, two out of ten customers are hit with this script (or any of its variations) before their call is transferred. The trick is to orchestrate a seamless transfer process to reduce customer frustrations. Can I please place your call on hold?”
NobelBiz
JUNE 5, 2023
In short, you can measure the performance of an outbound call center by two means: either judging by the call quality or coaching call agents. Crafting a Compelling Script A well-crafted script can be a powerful tool for outbound lead generation. However, creating a script that is persuasive yet not pushy can be a daunting task.
NobelBiz
JUNE 19, 2023
This enables them to identify areas for improvement and provide timely feedback and coaching to agents. Advanced Monitoring Tools: Equipping supervisors with advanced monitoring tools that offer real-time analytics and insights enhances their ability to monitor and respond to customer interactions effectively.
Integrity Solutions
SEPTEMBER 28, 2023
Customers want empathy. They don’t want ten minutes of on-hold music only to hear canned, scripted responses that ignore their real issues and needs. Because the customer experience (CX) will mirror your employees’ experience, your mission, vision and values have to be clear and embedded into the culture.
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