What makes a great movie? Good actors, beautiful sets? More often than not, it starts with a great script. Characters written in a specific way, with specific words in order to deliver a specific message. But without decent actors, the right setting, or even the right props, the true message meant by the author will never be conveyed. The same can be said on some level for the world of call center scripting. You can have a dynamic, polite, and informative script, but if your agents lack the skills or resources to deliver it as intended or to in a sense “read between the lines,” the overall effect will be merely a mediocre movie. So what tools can you give your agents to ensure that they are delivering the script as intended?