Balto

JULY 7, 2022

When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. In 2022, we published our findings on why agents intentionally go off their scripts. Why Agents Go Off Script. Figure 3: Why do agents go off script? Key Takeaways.

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Scripts Coaching Surveys Construction 52

Quality Contact Solutions

JANUARY 14, 2021

I guess that those folks did not have their cold calling scripts effectively dialed in or just really didn’t like cold calling and were looking to hurry and skirt away from the topic altogether. I know for sure that designing compelling cold calling scripts is essential to effective and successful prospecting. What is cold calling?

Scripts 83

Scripts B2C B2B Sales 83

SharpenCX

MAY 26, 2021

Stiff scripts and robotic conversations don’t give your customers the warm fuzzies. Research shows making agents adhere to rigid customer service scripts is a leading source of customer frustration. . You might not be a paper company, but these four scripts from Kelly Kapoor are transferable across industries.

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Scripts Customer Service Contact Center Finance 67

Interaction Metrics

DECEMBER 8, 2023

Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which is precisely why you need to know how to get customer feedback. What’s Customer Feedback? Success Tip #1: Look at your requests for feedback (your emails, SMS messages, etc.)

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Feedback Construction Surveys Metrics 62

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.

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Scripts Contact Center Morale Best practices 52

SharpenCX

JULY 14, 2021

… It’s like all the call center scripts you’ve ever read vanish from your brain. In those moments, one of the best ways you can support your call center agent is to provide them with the words to say with flexible, yet trusty call center scripts. Call Center Scripts for Greeting your Customers. My name is [Insert Name].

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Scripts Call Center Coaching Customer Service 67

ShepHyken

JUNE 17, 2019

My Comment: While I don’t believe in scripts (How can you script sincerity?), How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel. Freshdesk) What we almost never hear about is what to do about positive feedback. Well, the same focus should be on positive feedback you receive.

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Customer Service Scripts Feedback Call Center 271

Balto

MAY 31, 2022

As contact centers incorporate new technology and practices to keep up with shifting industry trends and competitors, call scripts remain one of the most widely used tools in the industry. So how useful is the classic script for agents alongside a shift to a remote or hybrid work environment? Figure 1: Script Usage By Work Environment.

Scripts 52

Scripts Personalization Contact Center Morale 52

VocalCom

JULY 22, 2019

Call scripts help agents feel prepared when customers call your brand for service. Here are six golden rules for creating call scripts that satisfy your customers’ needs while still providing a gentle human touch. Abandon the script when necessary. Test call scripts regularly.

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Scripts Contact center software CRM Wait times 63

NICE inContact

DECEMBER 12, 2018

Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. .

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Scripts Call Center Contact Center contact center solutions 48

SharpenCX

JANUARY 27, 2021

Equip your agents with scripts for efficient and effective support. But don’t let these scripts replace any coaching methods or strategies you have in place (your agents aren’t robots!). These scripts are meant to be a reference–not a copy-paste response. These scripts are meant to be a reference–not a copy-paste response.

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Scripts Coaching Surveys Accountability 67

VocalCom

JUNE 5, 2017

With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. However, as service cases vary in nature and customers continue to seek a human touch, agents must remain spontaneous and be able to adapt the use of call scripts to each individual situation.

Scripts 48

Scripts Contact center software Contact Center Interactive Voice Response 48

CCNG

JUNE 7, 2023

Continuous Improvement : Chat GPT can learn from interactions and customer feedback, enabling it to continuously improve its responses over time. In the end, writing scripts, using it for marketing or content and other simple tasks appear to be the main use cases right now.”

Contact Center 195

Contact Center CCNG APIs Scripts 195

Stafford Communications

JULY 9, 2019

The Art Of Delivering Feedback By: CJ Stafford , President One of the simple truths of people management – in any industry – is that your employees require feedback. The ability to effectively deliver (and humbly receive) constructive feedback is a must-have for anyone with supervisory responsibility. Deliver it in person.

Feedback 52

Feedback Healthcare Construction Consulting 52

ChurnZero

MARCH 10, 2023

Customer feedback – Segment this customer feedback into the following themes: product features, technical inquiries, customer service, subscription renewals. Example 3: Video/phone scripting This is where the flexibility of content comes in handy. In this case, let’s see how it does with drafting scripts.

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Scripts Accountability Feedback Marketing 98

Comm100

NOVEMBER 2, 2017

Depending on how the survey is designed, customers can convey their opinions by providing ratings, answering multiple choice questions, by filling out text boxes, or even by giving vocal feedback. The general rule, however, is that the shorter and easier to answer the survey, the more likely customers are to provide their feedback.

Surveys 64

Surveys Feedback Scripts Customer Service 64

VocalCom

DECEMBER 3, 2018

At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Ask them for direct feedback. Asking employees for regular feedback about their interactions is an ideal way to create experiences that better serve your customers.

Feedback 48

Feedback Customer Service Contact center software Scripts 48

CSM Magazine

FEBRUARY 12, 2024

This method is not just about sales; it’s an opportunity to provide value, gather feedback, and build lasting relationships. It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. In addition, outbound voice communication is not only about sales.

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Contact center software Scripts Contact Center Consulting 52

Global Response

MAY 15, 2023

Most importantly, QA processes should: be ongoing target every channel that you’re active on integrate with your key metrics provide actionable insights and results Creating scripts is another important aspect of implementing quality control. Without regular feedback for your agents, quality will not improve.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Integrity Solutions

APRIL 19, 2024

Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers. There’s no value for them in listening to salesperson recite scripted features and benefits — they’ve already read all of that on the website or in other marketing materials.

Personalization 107

Personalization Sales Scripts Contact Center 107

Nicereply

JANUARY 17, 2024

Implement feedback systems to improve service quality continuously. Regularly review and streamline the refund process based on customer feedback. To manage complaints effectively, it’s crucial to have customer service scripts that guide your team through each step, ensuring consistency.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

JustCall

APRIL 15, 2024

Provide ongoing training and feedback 7. They are forced to rigidly follow scripts and procedures. They feel stifled by having to follow set procedures and scripts rigidly, which makes them feel undervalued. Empower agents Micromanagement and rigid scripts make agents feel disrespected. Manageable workloads 2.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

CSM Magazine

MAY 2, 2024

With the industry’s first full lifecycle platform powered by AI skill-based simulation, new and tenured agents receive personalized learning journeys with simulation training and gamification, real-time performance feedback, and the ability to track their skill-building progress.

Gamification 52

Gamification Coaching Scripts SaaS 52

Stafford Communications

JULY 9, 2019

The Art Of Delivering Feedback. One of the simple truths of people management – in any industry – is that your employees require feedback. The ability to effectively deliver (and humbly receive) constructive feedback is a must-have for anyone with supervisory responsibility. Come prepared with bullet points, not a full script.

Feedback 40

Feedback Construction Call Center Consulting 40

Toister Performance Solutions

AUGUST 7, 2018

Level one feedback is more commonly known as the survey you take at the end of a training program. But I leaned heavily on level one feedback for a recent project. The revision included a tighter script, new scenes, and re-shooting the entire thing. Many of the revisions I made came directly from level one feedback.

Feedback 48

Feedback Scripts Surveys Education 48

Comm100

NOVEMBER 20, 2015

If you are using a live chat script, you may find that you can respond efficiently and multi-task, preventing the need to officially put a customer on hold. A fantastic script foundation. Use a Fantastic Script. Scripts also enable you to check in on customers without distracting you from the task at hand. Permission.

Scripts 40

Scripts Morale Surveys Customer Service 40

ChurnZero

MARCH 10, 2023

Customer feedback – Segment this customer feedback into the following themes: product features, technical inquiries, customer service, subscription renewals. Example 3: Video/phone scripting This is where the flexibility of content comes in handy. In this case, let’s see how it does with drafting scripts.

Scripts 75

Scripts Accountability Feedback Marketing 75

ShepHyken

OCTOBER 23, 2023

Whether it’s following the “the customer is always right” rule or following a pre-written script designed to deescalate conflict, each customer service team draws on their past experiences to communicate with customers in the most effective way. When customers know you care, you create an emotional connection that fosters trust and loyalty.

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Customer Service Construction Contact Center Scripts 156

OctopusTech

APRIL 18, 2024

Employee Training And Empowerment Effective employee training is more than teaching the team to use tools and follow scripts. Feedback And Continuous Improvement For excellence in customer experience, a great approach is to use a feedback system and continuous improvement. What Is Contact Centre Experience?

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

Hello Customer

JUNE 21, 2021

In that case, you should actually be using a chatbot, because they are better at following scripts than human beings. By scripting in-depth processes, employees will think they’re doing a bad job when leaving the script. Customer feedback in connection to processes. That's why customer feedback is crucial.

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Scripts Feedback Chatbots Customer Experience 98

ShepHyken

JANUARY 12, 2018

So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. Because scripts and checklists are all the rage now, employees are scripted to death. When I hear a script, I wonder if the person can help me.

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Customer Service Scripts Customer Experience Personalization 237

TeleDirect

MAY 6, 2024

Think of us as an extension of your team; we learn everything about your brand and even use customized scripts to provide a cohesive experience for your customers. We’ll stick to the same scripts as your sales team so all of your leads have the same brand experience. Callback services Your customers have places to be.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

Fonolo

DECEMBER 15, 2022

Another way you can shape your ideal customer journey is to collect feedback directly from your customers. Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys.

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Call Center Contact center software Abandon rate Self service 138

TeleDirect

JANUARY 16, 2023

Outbound calls are made for many reasons: to pitch a service or product, for fundraising purposes, to make or remind customers of bookings, to follow up on a previous conversation or even to ask for post-purchase feedback. Prepare a Script (With Multiple Options). With a script, you’ll never slip. What Is a Cold Call?

Scripts 62

Scripts B2B Call Center Sales 62

Guru

NOVEMBER 1, 2018

Almost immediately, however, you start getting feedback from your team: “This didn’t help me at all.” “I You step away from solving tickets, and spend three months re-tooling and re-crafting every knowledge article. You excitedly present the articles for the entire team to use. I don’t see any improvement.”. Where did you go wrong?

Scripts 84

Scripts Feedback Customer Support Management 84

Spearline

JULY 21, 2022

testingRTC creates faster feedback loops from development to testing. Flip the script With testingRTC, you only need to write scripts once, you can then run them multiple times and scale them up or down as you see fit. Let’s take a look. testingRTC is created specifically for WebRTC.

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Scripts APIs Metrics Analytics 98

Mindtouch

JANUARY 24, 2017

By tying product content to that point of sale, Bona has extensive and detailed feedback about how their e-commerce environment is meeting the needs of their consumers. The post Rewriting the e-Commerce Script with Post-Sale Documentation appeared first on MindTouch Blog.

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Scripts Sales Feedback Personalization 48