Historically, companies have relied on call center phone scripts (i.e., when agents read verbatim from a script and follow predetermined steps) to create meaningful and effective interactions with customers.
But research shows many customers dislike speaking with call center agents who sound like they’re reading from a script. Sixty-nine percent of customers, in fact, report their customer experience improves when agents do not sound like they’re reading from a script.
Are call center phone scripts a thing of the past? Or do they have their place in the modern call center?
[FULL BLOG POST]
This post originally appeared on CallMiner.