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Stop Reading From The Script!


It probably wasn’t an actual script, but it was an answer she was trained to use. The post Stop Reading From The Script! It was obvious that this rep was trained to tell the customer that when the problem couldn’t be solved over the phone to make an appointment to take the car to the dealer. What could she have done for her customer?

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Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts


Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.


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How to Create a Call Center IVR Script


With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. What makes a great call center IVR script? When writing your IVR script, be sure to consider the entire experience and remove unnecessary burden from your customers. Tips for creating your IVR script. What is IVR?

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Everything’s On Script: The Advantages of Custom Phone Scripts


Custom call scripts can help. Most contact centers, including TeleDirect’s outsourced call services , use some sort of base script content to develop an overall communication theme, or at the very least provide a basic structure to build out custom messaging across your departments (sales, service, etc.). Creating Concise Call Scripts.

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. But scripts have had a variety of issues. In some cases, legal requirements mandated that scripts be read verbatim, word for word. At the end of the day, perhaps the most important reason that scripts didn’t work was that the other party didn’t have a copy!

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How to Write an After-Call Survey Script


You might have a carefully crafted questionnaire or script for your after-call survey. Sample After-Call Survey Script. Use this handy sample script as a guide! The post How to Write an After-Call Survey Script first appeared on Fonolo. Introduce surveys by using the customer’s name. Still need help getting started?

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Going off Script

Help Scout

In call centers and big businesses all around the world, customer service staff are given strict scripts to follow. There is some validity to this approach, but there is a better way to achieve the same goals. Read the full article

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100 Pipeline Plays: The Modern Sales Playbook

Sell more with proven templates - Customize our winning email and script templates and add them to your workflows for more wins. Apply tested plays to your funnel - Use real-world scenarios, triggers, actions and expected results to improve your entire funnel.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

How automating a customer service call isn’t as simple as using a script from a human interaction. You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.