Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

Have you ever heard the term "talk script"?In call centers, a talk script is sometimes provided as a script for operators to use when speaking with customers."What to say first""What to confirm""How t ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Awaken Intelligence, a contact center scripting and analytics company, has added its dynamic call scripting and intelligent agent guidance platform, Awaken Scripting, on Genesys's AppFoundry, a ...

A great cold call script helps reps make a positive first impression. You can customize these examples and start using them right away. You don’t want to waste peoples’ time, and you certainly don’t ...

One key diagnostic can have a big impact on a customer’s perception of their service experience; in fact, this measure of performance can account for almost 1/3 of the overall experience. What is this ...