Let’s say you’re a customer service rep with a long queue of phone calls from customers. (Managers, I know most of you have been there). You go to answer the first one and — just like that — you’ve ...

Call centers are at the forefront of customer interactions, making it essential to ensure that agents communicate effectively, consistently, and empathetically. A well-crafted call center script not ...

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 ...

When running a DRTV campaign, it is important to test your call center scripts to make sure your reps have the information they need to answer questions prompted by the content of your spot and to ...

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 ...