There are huge benefits to using Stereo (dual channel) recordings versus Mono recordings for transcription, keyword spotting, agent monitoring/script adherence and training predictive models.". Stereo call recording (aka dual channel call recording) offers many advantages over mono call recording, primarily in the quality of the voice recording upon playback. MORE
After a Discovery Discussion, where we learn about your challenges and objectives, we get to work on scripting and recording right away. I just finished recording a fully customized 14-module video course for a new client. MORE
Use your words - Oftentimes it’s helpful to request guidelines and scripting that was provided to the agents so that you can formulate your searches based on what the agent was instructed to say. By Diana Aviles Here we are… Part III is finally here! MORE
Revise call scripts regularly. The rest of the call script should also enable dialogue between the agent and prospect—agents should always allow customers to respond. Supervisors should work with agents to revise call scripts regularly, as this keeps the content fresh and relevant and ensures a good conversational flow that will keep prospects interested. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. MORE
In a recent article , Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy. MORE
You may think that the other two people only provided me with a Yes or No (closed) question, or that they were too scripted. And then being so confident in your script that you remember that the script is only worthwhile if someone allows you to talk to them. MORE
Agents should have CRM and scripting assistance available to ensure calls get resolved without the need for transfers. A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers. MORE
If a customer service manager can easily use a drop-down toolkit to write scripts and create action items there is a greater chance for it to perform better. MORE
Once the chatbot knows the intent, it can engage in a more or less scripted dialogue to achieve the goal — just like a customer service agent, a bank teller or the person taking a food order in a restaurant. MORE
While call scripts can guide agents and help them save time, a conversational approach that includes spontaneous dialogue can set customers at ease and increase the chance of resolving issues quickly. Use such information to revise call scripts, streamline service processes, and set goals and procedures in place so that agents know exactly how to perform at their best. MORE
While scripts are essential for the sales pitch, it’s actually better to improvise greetings so that they don’t sound scripted and sound natural instead. Careful planning is essential, such as preparing a strong script and answers to possible questions. With agents and supervisors, it can be helpful to discuss common issues that arise during calls and collaborate on improving scripts and behavioral practices. MORE
Through this, banks and hospitals can go to one system to check for contacts who haven’t been in touch for a year or more and reach out to facilitate an ongoing relationship through stored contact information and auto-sent scripts. MORE
Don’t just follow the script Many contact centers have upsell opportunities built into their scripts, which are typically deployed just prior to the end of the call: “Before we go, can I interest you in our new Super Widget 9000?” The answer will almost always be no, because that offer sounds like someone reading a script. It’s stating the obvious to say that the best time to sell something to a customer is when you’re already speaking with them. MORE
Revise call scripts regularly. The rest of the call script should also enable dialogue between the agent and prospect—agents should always allow customers to respond. Supervisors should work with agents to revise call scripts regularly, as this keeps the content fresh and relevant and ensures a good conversational flow that will keep prospects interested. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. MORE
If your company’s marketing brand voice is fun and friendly, but your customer service voice is scoldy, scripted, or legalistic, you’ll be giving customers a bad, or at least a confusing, customer experience. How can tone, in written form, affect customer experience? The tone you use in your writing to customers—whether in email, live chat, social media, or text—can make or break the customer experience. MORE
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. Here are seven mistakes to avoid with call scripts in order to provide excellent customer service. Not including agents when creating scripts. MORE
Script Development Speech analytics can tell you more about how callers are reacting to scripted agent content, so you can change what’s not working before it creates an issue. Important data and critical insights are contained in every phone call fielded by your contact center. Are you making the most of them? You are, if you have a speech analytics solution. MORE
There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. MORE
A well-trained support executive follows a pretested script to understand the customers’ problems and helps fix them. Identifying the right script to follow can be a challenge though. Pick the most effective scripts and test them against newer variations of the script. MORE
Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Contact center outsourcers have gotten a bum rap. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at the same time has come in for a real savaging. MORE
Many companies organize customer support by tiers and provide agents with a script to handle contacts. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […]. This arrangement is terrible for customers, and it’s bad for agents. MORE
Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Contact center outsourcers have gotten a bum rap. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at […]. application development & delivery business process management (BPM) outsourcing MORE
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. MORE
Other features may include easy call script management through the software interface, SMS campaigns to connect further with prospects, and comprehensive performance analysis tools to easily measure results. Use CRM data to revise and enhance call scripts. Agents should use newly gathered customer data to revise and enhance call scripts. Telemarketing can be a difficult practice for sales agents, as some businesses may resist calls for fear of being hassled. MORE
They should speak to customers how they would speak to people in real life, rather than simply reading from a script. As the year is coming to an end, consumers are calling retailers and making travel arrangements. This means, your customer service representatives will see an increase in calls from consumers around the globe. They could be calling to follow-up on a car rental or restaurant reservations, hotel accommodations, or purchases from online stores. MORE
Guidance can include targeted scripts that give agents the most appropriate direction to take/ optimal offer to make , or show employees the next steps for properly handl ing inquiries or accurately process ing a work item. Question: We are adding speech, text and desktop analytics solutions in our contact center. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. MORE
When was the last time you sat through a cold call? Probably was a very, very, very long time ago. With today’s advanced customer expectations, you will be lucky to even get someone to answer their phone. MORE
Get rid of scripts and let your employees be themselves. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”. MORE
A sales script is made available to agents. But is this the time to follow the script or another dynamic approach is the best solution? MORE
Guidance can include targeted scripts that give agents the most appropriate direction to take/ optimal offer to make , or show employees the next steps for properly handl ing inquiries or accurately process ing a work item. Question: We are adding speech, text and desktop analytics solutions in our contact center. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. MORE
Scripting, filming and developing additional content geared towards learning CX was a partnership. Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) MORE
Every call center takes time to train its agents on the script, the goals, and the technology, but training for care, tone, and empathy are equally important. By Meghan Speer I recently had to call into a company because the amount they charged me was incorrect. MORE
The first thing I thought when I heard this is that they are teaching employees how to engage with customers by acting out a scripted response. There is no script. It’s about being so focused on the other person, that you can engage and respond appropriately, without a script. MORE
Add to that the challenge of dealing with demanding customers, and the tedium that accompanies repetitive data entry tasks and script reading. To make customers happy, we have to make sure our employees are happy first. Zappos If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people do look forward to coming to work in the morning. Whole Foods Market You have to be a place that’s more than a paycheck for people. --PF MORE
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort. MORE
Don’t give them some rote, scripted response, but customize the script to the situation, if you have to use a script at all. This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. MORE
While scripts are essential for the sales pitch, it’s actually better to improvise greetings so that they don’t sound scripted and sound natural instead. Careful planning is essential, such as preparing a strong script and answers to possible questions. With agents and supervisors, it can be helpful to discuss common issues that arise during calls and collaborate on improving scripts and behavioral practices. MORE
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort. MORE
And you can’t script Empathy and have it felt as genuine. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. MORE
During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting. “Hello Lauren, thank you for contacting customer service, what can I help you with today?” MORE
Customer Service Patterns and Scripts. In customer service, we don’t have scales and licks, but we do have language and scripts. However, scripts should never be a crutch or the complete solution, only a base upon which to build skillful, sincere communication. MORE
As you build a truly personalized experience for each customer, you are looking at taking real time actions based on every customer – changing IVR scripts on the fly, configuring systems on your own without waiting for IT. MORE
Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” today’s customer-centric world, support should still carry […]. Communication Customer Experience Customer Service MORE
Scripts Related Topics 
Convoso
AUGUST 1, 2017
When was the last time you sat through a cold call? Probably was a very, very, very long time ago. With today’s advanced customer expectations, you will be lucky to even get someone to answer their phone.
Teresa Allen
JUNE 7, 2017
There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary.
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. Here are seven mistakes to avoid with call scripts in order to provide excellent customer service. Not including agents when creating scripts.
Win the Customer
OCTOBER 5, 2015
Many companies organize customer support by tiers and provide agents with a script to handle contacts. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […]. This arrangement is terrible for customers, and it’s bad for agents.
ShepHyken
NOVEMBER 29, 2017
The first thing I thought when I heard this is that they are teaching employees how to engage with customers by acting out a scripted response. There is no script. It’s about being so focused on the other person, that you can engage and respond appropriately, without a script.
Call Center Weekly
APRIL 6, 2018
You may think that the other two people only provided me with a Yes or No (closed) question, or that they were too scripted. And then being so confident in your script that you remember that the script is only worthwhile if someone allows you to talk to them.
Call Center Weekly
MARCH 22, 2018
Every call center takes time to train its agents on the script, the goals, and the technology, but training for care, tone, and empathy are equally important. By Meghan Speer I recently had to call into a company because the amount they charged me was incorrect.
ShepHyken
FEBRUARY 23, 2018
Don’t give them some rote, scripted response, but customize the script to the situation, if you have to use a script at all. This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service.
The Mindful Call Center
SEPTEMBER 26, 2016
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort.
The Mindful Call Center
SEPTEMBER 26, 2016
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort.
Win the Customer
NOVEMBER 2, 2015
Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” today’s customer-centric world, support should still carry […]. Communication Customer Experience Customer Service
Monet Software
JANUARY 31, 2018
Don’t just follow the script Many contact centers have upsell opportunities built into their scripts, which are typically deployed just prior to the end of the call: “Before we go, can I interest you in our new Super Widget 9000?” The answer will almost always be no, because that offer sounds like someone reading a script. It’s stating the obvious to say that the best time to sell something to a customer is when you’re already speaking with them.
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.
Myra Golden Media
MARCH 27, 2018
After a Discovery Discussion, where we learn about your challenges and objectives, we get to work on scripting and recording right away. I just finished recording a fully customized 14-module video course for a new client.
Ian Jacobs
JULY 27, 2015
Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Contact center outsourcers have gotten a bum rap. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at […]. application development & delivery business process management (BPM) outsourcing
VocalCom
MAY 1, 2017
Other features may include easy call script management through the software interface, SMS campaigns to connect further with prospects, and comprehensive performance analysis tools to easily measure results. Use CRM data to revise and enhance call scripts. Agents should use newly gathered customer data to revise and enhance call scripts. Telemarketing can be a difficult practice for sales agents, as some businesses may resist calls for fear of being hassled.
Dialer 360
APRIL 6, 2018
A sales script is made available to agents. But is this the time to follow the script or another dynamic approach is the best solution?
Monet Software
FEBRUARY 15, 2018
Script Development Speech analytics can tell you more about how callers are reacting to scripted agent content, so you can change what’s not working before it creates an issue. Important data and critical insights are contained in every phone call fielded by your contact center. Are you making the most of them? You are, if you have a speech analytics solution.
VocalCom
SEPTEMBER 25, 2017
While scripts are essential for the sales pitch, it’s actually better to improvise greetings so that they don’t sound scripted and sound natural instead. Careful planning is essential, such as preparing a strong script and answers to possible questions. With agents and supervisors, it can be helpful to discuss common issues that arise during calls and collaborate on improving scripts and behavioral practices.
VocalCom
SEPTEMBER 25, 2017
While scripts are essential for the sales pitch, it’s actually better to improvise greetings so that they don’t sound scripted and sound natural instead. Careful planning is essential, such as preparing a strong script and answers to possible questions. With agents and supervisors, it can be helpful to discuss common issues that arise during calls and collaborate on improving scripts and behavioral practices.
Outsource Consultants
APRIL 10, 2018
Agents should have CRM and scripting assistance available to ensure calls get resolved without the need for transfers. A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers.
VocalCom
JANUARY 29, 2018
While call scripts can guide agents and help them save time, a conversational approach that includes spontaneous dialogue can set customers at ease and increase the chance of resolving issues quickly. Use such information to revise call scripts, streamline service processes, and set goals and procedures in place so that agents know exactly how to perform at their best.
Fenero
DECEMBER 13, 2017
They should speak to customers how they would speak to people in real life, rather than simply reading from a script. As the year is coming to an end, consumers are calling retailers and making travel arrangements. This means, your customer service representatives will see an increase in calls from consumers around the globe. They could be calling to follow-up on a car rental or restaurant reservations, hotel accommodations, or purchases from online stores.
VocalCom
OCTOBER 9, 2017
Revise call scripts regularly. The rest of the call script should also enable dialogue between the agent and prospect—agents should always allow customers to respond. Supervisors should work with agents to revise call scripts regularly, as this keeps the content fresh and relevant and ensures a good conversational flow that will keep prospects interested. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best.
VocalCom
OCTOBER 9, 2017
Revise call scripts regularly. The rest of the call script should also enable dialogue between the agent and prospect—agents should always allow customers to respond. Supervisors should work with agents to revise call scripts regularly, as this keeps the content fresh and relevant and ensures a good conversational flow that will keep prospects interested. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best.
OrecX
MARCH 8, 2018
There are huge benefits to using Stereo (dual channel) recordings versus Mono recordings for transcription, keyword spotting, agent monitoring/script adherence and training predictive models.". Stereo call recording (aka dual channel call recording) offers many advantages over mono call recording, primarily in the quality of the voice recording upon playback.
inContact
MARCH 21, 2018
As you build a truly personalized experience for each customer, you are looking at taking real time actions based on every customer – changing IVR scripts on the fly, configuring systems on your own without waiting for IT.
Monet Software
APRIL 9, 2018
Add to that the challenge of dealing with demanding customers, and the tedium that accompanies repetitive data entry tasks and script reading. To make customers happy, we have to make sure our employees are happy first. Zappos If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people do look forward to coming to work in the morning. Whole Foods Market You have to be a place that’s more than a paycheck for people. --PF
Call Center Weekly
OCTOBER 10, 2017
Use your words - Oftentimes it’s helpful to request guidelines and scripting that was provided to the agents so that you can formulate your searches based on what the agent was instructed to say. By Diana Aviles Here we are… Part III is finally here!
Call Center Coach
JUNE 20, 2017
If a customer service manager can easily use a drop-down toolkit to write scripts and create action items there is a greater chance for it to perform better.
Customer Relationship Metrics
JULY 26, 2017
And you can’t script Empathy and have it felt as genuine. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.
inContact
FEBRUARY 13, 2018
During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting. “Hello Lauren, thank you for contacting customer service, what can I help you with today?”
Ian Jacobs
JULY 27, 2015
Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Contact center outsourcers have gotten a bum rap. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at the same time has come in for a real savaging.
Revation Systems
MARCH 13, 2018
Through this, banks and hospitals can go to one system to check for contacts who haven’t been in touch for a year or more and reach out to facilitate an ongoing relationship through stored contact information and auto-sent scripts.
Aspect
APRIL 20, 2018
Once the chatbot knows the intent, it can engage in a more or less scripted dialogue to achieve the goal — just like a customer service agent, a bank teller or the person taking a food order in a restaurant.
Myra Golden Media
SEPTEMBER 8, 2017
Get rid of scripts and let your employees be themselves. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”.
Outsource Consultants
MARCH 29, 2018
In a recent article , Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy.
360Connext
FEBRUARY 12, 2018
Scripting, filming and developing additional content geared towards learning CX was a partnership. Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!)
DMG
FEBRUARY 7, 2018
Guidance can include targeted scripts that give agents the most appropriate direction to take/ optimal offer to make , or show employees the next steps for properly handl ing inquiries or accurately process ing a work item. Question: We are adding speech, text and desktop analytics solutions in our contact center. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key.
DMG
FEBRUARY 7, 2018
Guidance can include targeted scripts that give agents the most appropriate direction to take/ optimal offer to make , or show employees the next steps for properly handl ing inquiries or accurately process ing a work item. Question: We are adding speech, text and desktop analytics solutions in our contact center. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key.
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