The vast majority of today’s contact centers use scripting in some way, shape, or form. With the ability to guide agents throughout each customer interaction the feature offers businesses a number of benefits, including:
- Uniformity across all consumer interactions
- On-the-go training
- Notification of cross-selling opportunities
- Compliance with industry standards
- Reduced average handling time
In fact, call center scripts have shown to improve agent productivity by approximately 36% and increase first call resolution rates by 17%.
Topics: customer service, call center, crm integration, contact center, call scripts, dynamic scripting, call center scripts, agent productivity, customer experience, cross-sell, third-party integrations