By Nerissa Lambert - research from http://www.unity4.com/
Among the most essential contact centre solutions these days is agent scripting. Customers may say that this is a bit robotic. But if only agents will try to inject some personality in the way they deliver it, clients will no longer ask them the question: "Is this a machine or a human?"
Agent scripting is very beneficial to companies because it saves them significant amount of time and money. Keep in mind that when a person gets so accustomed to the things he do, as time passes by, he will already require less time. Same principle applies with agent scripting. When agents are so familiar with the answers they have to give to their callers, they tend to finish the call faster. As a result, fewer customers tend to wait on the line.
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