ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. It’s wise to develop some basic scripts or outlines that can guide agents through customer conversations if and when a breaking news event occurs.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Stay away from scripts. The post Guest Blog: Exceptional Customer Support Is Fresh, Not Canned appeared first on Shep Hyken. Meet Mor and Yoni, two of the Lightricks support team all-stars. Ever been put on hold for three hours? Do You Know Yours?

Customer Support 197

Customer Support Brand ambassadors Scripts Customer Care 197

ShepHyken

JUNE 15, 2018

Chatbots that are designed to follow a specific scripted flow, supported by appropriate interfaces can work wonders for your business. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken. Things aren’t as bad as they sound though.

Chatbots 195

Chatbots Customer Support Healthcare Scripts 195

ShepHyken

OCTOBER 25, 2019

All the scripts in the world won’t mean anything if the person delivering them doesn’t fit. Listen back on their natural speech and also have them read off a script. The post Guest Blog: Hiring and Leadership to Improve CX in Your Call Center appeared first on Shep Hyken. So how can we do it? Recruitment. Target Posting.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. The post Guest Blog: Superior Customer Service Requires More Than Just ‘Checking the Boxes’ appeared first on Shep Hyken. Shep Hyken. The result?

Customer Service 204

Customer Service Scripts Feedback Personalization 204

ShepHyken

NOVEMBER 2, 2017

Ensure your company makes the termination procedure as easy as possible and short enough to give the consumer enough time to action any bits they need to do, e.g. take a script off their website but still comply with data protection. The post Guest Blog: How Your Competitors can Improve Your Customer Service appeared first on Shep Hyken.

Customer Service 192

Customer Service Advertising Scripts Feedback 192

Beyond Philosophy

OCTOBER 28, 2014

In many cases, they will also use a Call Center script. But what Enlightened and Natural Customers know is that scripts sound like scripts, and it takes the time it takes to resolve the issue in a call. Blogs Customer Experience' What is the focus of the systems in your organization?

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. Useful Customer Service Scripts Templates And Examples. Customer Service Greetings Scripts.

Scripts 133

Scripts Sales Customer Service Accountability 133

HelpCrunch

OCTOBER 4, 2022

If you typed “How to write chatbot scripts” in your search box, you must have recognized the value and benefits a chatbot is going to bring to your business. The post Chatbot Script Examples and Writing Tips for Customer Service appeared first on HelpCrunch blog. Indeed, chatbots are huge resource savers [ … ].

Scripts 118

Scripts Chatbots Customer Service 118

HelpCrunch

DECEMBER 17, 2021

The post Quotidian Customer Service Scripts to Ease Your Workflow appeared first on HelpCrunch blog. How many times have you asked yourself: “Gosh, can’t I just be Bruce Almighty and handle all customers’ requests faster, no fuss, no muss?” ” Been there, done that.

Scripts 118

Scripts Customer Service 118

Beyond Philosophy

OCTOBER 28, 2014

In many cases, they will also use a Call Center script. But what Enlightened and Natural Customers know is that scripts sound like scripts, and it takes the time it takes to resolve the issue in a call. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MARCH 17, 2015

The person in the coat, however, was not a scientist or doctor, but just an actor with a memorized script. If you enjoyed this post, you might be interested in the following blogs: White Lab Coat Moments: How the Subconscious Interprets Your Suit’s Appearance in a Professional Context. Blogs Customer Experience'

Sales 379

Sales Scripts Marketing Customer Experience 379

HelpCrunch

FEBRUARY 12, 2021

The post 62 Useful Live Chat Script Examples for Your Support and Sales appeared first on HelpCrunch blog. You chat with a customer explaining how to upgrade their account and another pile of tickets keeps landing in your inbox. No need to pull your hair out. A well-thought-out [ … ].

Scripts 118

Scripts Sales Accountability 118

Beyond Philosophy

MAY 31, 2019

Your job is to write the Customer Experience script and memorize it. Define it to have your entire team reading from the same script. If you enjoyed this post, you might be interested in the following blogs and podcasts: CREATING A FRICTIONLESS EXPERIENCE (Podcast). That’s the way memory works.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

AWS Machine Learning

APRIL 24, 2025

This blog post is co-written with Renuka Kumar and Thomas Matthew from Cisco. Additionally, if temporary tables or views are used for the data domain, a SQL script is required that, when executed, creates the desired temporary data structures needs to be defined. A domain-specific user prompt.

Enterprise 111

Enterprise Construction Scripts APIs 111

Beyond Philosophy

JANUARY 20, 2020

They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad? Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

TechSee

JANUARY 27, 2025

In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences. Reasoning is the difference between a basic chatbot that follows a script and an AI-powered assistant or AI Agent that can anticipate your needs based on past interactions and take meaningful action.

Average Handle Time 124

Average Handle Time Chatbots Scripts Engineering 124

Calabrio

NOVEMBER 25, 2020

The one-size-fit-all script no longer cuts it. The next blog in this series will go into more detail on how to develop key roles within your contact center to stay ahead of constant change. In the next blog, we’ll discuss how to make those roles more strategic. Check out the Glia blog for more insights in the meantime!

Contact Center 122

Contact Center Self service Banking Analytics 122

Beyond Philosophy

JUNE 17, 2019

And employees must be empowered to respond to individual situations instead of sticking to a set script or set of behaviors in every situation. If you enjoyed this blog, you might also like these: 8 Key Stats to Prove Customer Experience Delivers ROI. To listen in , please click here. How to Measure Customer Emotions.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

DECEMBER 10, 2015

Before you can rehearse a memory, it is vital that you have a good script from which to read! If you enjoyed this post, you might be interested in the following blogs: Behavior Psychology Proves that Event Boundaries Affect Customers’ Memory of Your Experience. Customers’ Emotions Are Predictable.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

TeleDirect

APRIL 3, 2025

In this blog, we will explore five key reasons why TeleDirects inbound call solutions consistently outshine the competition. Custom Script Design: Tailor responses to align with your brand voice. Our custom script design and flexible solutions ensure that our service aligns with your brands identity. A: Absolutely!

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Interactive agent scripts from Zingtree solve this problem. Agents can also send feedback directly to script authors to further improve processes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

NOVEMBER 6, 2018

So, how confident are you that every interaction that takes place while you read this blog will make customers want to stay loyal? But something as commonplace as a call center script can also be a source of annoyance. Then you can either change the script or coach the agents to use the script more intelligently – or both.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

TeleDirect

APRIL 18, 2025

This blog explores the impact of after-hours services on client satisfaction, operational efficiency, and retention for legal and medical businesses. Here’s how they support you: Answer Calls with Customized Scripts: Agents follow your tone and brand voice. Q5: Will my clients know theyre speaking with a third-party service?

Call Center 62

Call Center Bilingual agents Healthcare Scripts 62

AWS Machine Learning

AUGUST 2, 2024

This blog is part of the series, Generative AI and AI/ML in Capital Markets and Financial Services. Traditionally, earnings call scripts have followed similar templates, making it a repeatable task to generate them from scratch each time.

Engineering 133

Engineering Scripts Metrics Advertising 133

TeleDirect

MARCH 20, 2025

Use Scripts as a Guide, Not a Crutch While scripts are helpful for maintaining consistency, encourage agents to personalize their responses and adapt to the situation. Q3: How do scripts help agents deliver better service? Q4: What metrics should call centers monitor to measure performance?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Beyond Philosophy

SEPTEMBER 27, 2019

Moreover, every campaign, script, web page, and tweet should have a purpose, something that you are hoping the communication will cause people to do. One of the things I learned was that Marketing should know the marketplace and understand their customers. Marketing communication should reflect this understanding.

Marketing 268

Marketing Advertising Scripts Consulting 268

Steve DiGioia

MAY 2, 2022

No matter how scripted a match may be, the ebb and flow of a wrestling match is a work in progress. The post 5 Things Pro Wrestling Teach Us About Customer Service appeared first on Steve DiGioia Customer Service Blog. The safety of our customers must be at least as important as the service we provide. I just had to add that!

Customer Service 252

Customer Service Entertainment Morale Scripts 252

TeleDirect

MARCH 20, 2025

In this blog, we will explore how call centers streamline the client intake process for law firms, the benefits they offer, and how to select the right service provider. Structured scripts ensure that vital information is captured. Additionally, we will answer frequently asked questions related to legal call center services.

Call Center 62

Call Center Scripts call center solutions outsourcing 62

Callminer

APRIL 30, 2020

” – Gregory Ciotti, Go-To Scripts for Handling 10 Tricky Customer Service Scenarios , Help Scout; Twitter: @helpscout. Working from scripts can be helpful, but isn’t enough to turn a decent employee into a great company advocate.” Look for additional insights as you work towards a resolution.

Customer Service 273

Customer Service Scripts Construction Feedback 273

TeleDirect

APRIL 23, 2025

Call centers follow strict compliance protocols, including: PCI DSS certification for payment security HIPAA compliance for health-related policies Secure call recording and data storage Key Features of an Insurance-Focused Call Center Customized scripts for different policy types (auto, life, health, etc.) A: Not likely.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

Beyond Philosophy

MARCH 13, 2017

Scripted jokes don’t go as well as natural and genuine banter that lets personalities shine. That goes for your brand as well as you. Train employees on what’s tasteful and what’s not, and especially avoid jokes that can demean or insult any group of people. Be natural. Laugh with them, not at them.

Scripts 313

Scripts Consulting Consulting Customer Experience 313

Beyond Philosophy

MARCH 29, 2016

They used identical scripts, but the stakes were higher for some participants than others. The researchers set up a trust game, where half of the study’s participants recorded short videos asking another participant to trust them and send them money. The ‘senders’ viewed the videos and decided whether to send money, and how much.

Consulting 283

Consulting Consulting Advertising Scripts 283

OctopusTech

JANUARY 20, 2025

In the case of a call center, you will mark the performance of the agents against key performance indicators like script compliance and customer service. The goal of QA in any call center is to maintain high levels of service quality, ensure agents adhere to company policies and scripts, and identify areas of improvement.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

Callminer

JULY 22, 2018

script compliance, product knowledge, etc.) As noted in a Blue Ocean blog , “if a [BPO] can’t adhere to the defined process, the ripple effects will be in lost opportunities for clients to impact the customer experience.”. 3) Performance. Getting agents to address a particular area of weakness (e.g., is one thing. Final Thoughts.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

AWS Machine Learning

JULY 11, 2024

This solution uses Retrieval Augmented Generation (RAG) to ensure the generated scripts adhere to organizational needs and industry standards. In this blog post, we explore how Agents for Amazon Bedrock can be used to generate customized, organization standards-compliant IaC scripts directly from uploaded architecture diagrams.

Scripts 139

Scripts APIs Engineering industry standards 139

AWS Machine Learning

JULY 2, 2024

In this blog post, we show how we optimized torch.compile performance on AWS Graviton3-based EC2 instances, how to use the optimizations to improve inference performance, and the resulting speedups. We benchmarked 45 models using the scripts from the TorchBench repo. Save the following script as google_t5_small_text_translation.py.

Benchmark 122

Benchmark Scripts Metrics APIs 122