Contact Center, Front-line service and Scripts

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Contact Center

Front-line service

Scripts

Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.

Customer Service

Customer Service Front-line service Scripts Contact Center

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

APRIL 21, 2017

But whenever I call a contact center now, I dread it. The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. And then, what I see is the entire conversation becomes scripted. And when we come back with a scripted response, it’s a real problem.

Customer Care

Customer Care Scripts Front-line service Contact Center

Customer Contact Central

Serving as a Real Kitty: How to Give Authentic Customer Service

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

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