How to Build a Call Center That Meets Customer Expectations: Why Does Making Talk Scripts More Detailed Actually Make Them Harder to Use?

Even though we have talk scripts in place, the quality of service varies from operator to operator.To solve this problem, we ...

How to Build a Call Center That Meets Customer Expectations: Where Does Call Center Improvement Stall? A Special Release of the Survey We Use in Field Research

Common challenges in call centers and general improvement measuresWe want to improve the quality of our call center ...
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Call Center Scripts, Call Flows, Communication Templates, Interaction Guides… oh my!

There has been much discussion among call center executives over the years about the use of call center scripts or call flows. And for a good reason. After all, once a customer gets through the ...