Should Call Centers Use Scripts or Not?

Scripting has become a very normal thing for call centers and they have become too dependent on them. However, saying that scripts are evil or bad would be wrong. There were no scripts when the first dialers came and the agents had to respond to the callers as soon as they picked up the call and then move forward with the call. It didn’t mattered what type of caller was on the other end, the agents handled each caller without any scripts and they did pretty well then. However, today scripts have made it easier for call centers to deliver quicker and better customer services. Continue reading

The Key Constituents of An Intelligent Contact Center

The technology, and the world as a whole, is changing at a very rapid pace. The way people communicate with each other has changed a lot in past few decades. With the advent of telephones, mobile phones, computers etc, people started using these channels for communication purpose. Today, these channels are extensively used by customers for contacting businesses and service providers.

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