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Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service

TechSee

For sales support, press 1. For product support, press 1. For technical support, press 1. Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers. “You’ve reached Service Enterprises.

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How Dynamic Scripting Can Improve Your Agents’ Performance

Calltools

This is where dynamic scripting comes in. It customizes call scripts in real time, ensuring every single conversation is more relevant and personal. Dynamic scripting lets you cater scripts for different customers, demographics, and campaigns. What Is Dynamic Scripting? Dynamic scripting can help with all this.

Scripts 52
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How to Boost Sales with Ecommerce Call Center Services

Outsource Consultants

Providing Technical Support In the digital realm, technical issues can block sales. Ecommerce call centers offer specialized technical support to help customers navigate website issues, complete transactions, and resolve any technical hiccups they encounter.

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How to help customer service employees move away from scripts

Toister Performance Solutions

I recently had to contact technical support. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Saddling your employees with scripts like this is a terrible idea, though you might be scared to give them more independence. Then, it got awkward.

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Why AI is the Future of CX

CCNG

Older chatbots relied on a static script, but now conversation chatbots can react more effectively to whatever inputs a customer is giving them. Service Level and Support What support and maintenance services do they offer? Do they provide ongoing technical support, updates, and troubleshooting assistance?

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Mastering Active Listening: The Key to Exceptional Customer Service in Call Centers

TeleDirect

Avoid robotic or scripted replies. Technical Support Calls Clarify issues through step-by-step questioning. Use Verbal Acknowledgments Words like I see, That makes sense, and I appreciate you sharing that reassure the caller that their concerns are being addressed. Tailor responses based on the context of the conversation.

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Service Standards and Service Excellence….are Not the Same Thing!

Up Your Service

Standards are also commonly applied to technical support roles and shared services. For example, establishing expected follow-up time and communications format when an IT department responds to a technical support call. at the end of a call, can offer support to the company-wide brand value of “Customer Focus.”.