Contact Center Front-line service How To Scripts 
CSM Magazine
SEPTEMBER 28, 2018
Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.
Connecting the Dots
APRIL 21, 2017
The features have gotten complicated, so customers have more reasons to call because it’s not intuitive how to use a product or service. But whenever I call a contact center now, I dread it. The complexity drives the amount of change and the compliance is driving a scripted response. We need to train empathy.
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