Scripts Wait times Workshop 
NobelBiz
SEPTEMBER 3, 2024
Legacy workflow, manual entry, and inefficient call-handling procedures bring down the pace of operations apart from increasing customer wait times. Bound to be time-consuming, these are sure to increase AHT and decrease the FCR rates, hence bringing down overall productivity.
JustCall
APRIL 23, 2020
“All our workshops and training sessions now had to be provided online. The Skill Provider company found that because of the desk phones sales reps spent only 1/3 rd of the time selling. All these manual work along with misdialing, excessive waiting time, and call drop accounted for a 27% decline in their efficiency.
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NobelBiz
MAY 9, 2023
We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. When agents are left waiting for long periods before connecting with clients, they can become bored, disengaged, and demotivated.
Comm100
NOVEMBER 30, 2017
Live Chat Scripts. Most telephone-based agents will have a set of standard scripts they use in conversations, for example, their greeting and closing messages to customers. Live Chat as a system is unique in that any of these scripts can be added into the agent console, saving them time in their interactions.
NobelBiz
FEBRUARY 13, 2024
Self-service Options Providing customers with robust self-service options through various channels (web, mobile, IVR) empowers them to find solutions quickly without needing direct agent interaction, reducing wait times and improving overall satisfaction.
Interaction Metrics
AUGUST 14, 2024
Efficiency: Do your customer service associates show that they value your customers’ time? Are they transparent about wait times and reasons for holds? Our Model Answers are more than scripted responses. Want to learn about our customer service surveys, evaluations, and workshops? Do they personalize interactions?
JustCall
DECEMBER 10, 2020
Day 3 is practicing the scripts on the phones by calling me or my team. We do fake training calls 20-30 times until the new rep is comfortable. A common good practice is, when putting clients on hold, agents must predefine wait times. Longer waits times may cause customers to hang up, leading to negative experiences.
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