Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.

Scripts 52

Scripts Contact Center Morale Best practices 52

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Metrics 56

Enghouse Interactive

OCTOBER 13, 2020

A typical example would be to use that extracted insight to interface with an associated knowledge base and then recommend a process, script, or document to help deal with the situation or need at hand. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

Uniphore

AUGUST 12, 2021

View Webinar. When creating a script, avoid lengthy descriptions and repetitive words, as this can obstruct the meaning of each option and lose a user’s attention. Remember that callers probably aren’t listening to every word, so you’ll need to design scripts and call flows that reflect this.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

Fonolo

APRIL 4, 2019

Improving scripts and workflows to shorten calls will only get your organization so far. Join Fonolo and Language I/O in this one-hour webinar as we discuss the ways in which certain technologies can not only reduce contact center costs but increase the overall quality of support, as well as share experiences and success stories.

Contact Center 10

Contact Center Customer Service Best practices Call Center 10

AWS Machine Learning

APRIL 23, 2024

She speaks at internal and external conferences such AWS re:Invent, Women in Manufacturing West, YouTube webinars, and GHC 23. She speaks at internal and external conferences such as AWS re:Invent, AWS Summits, and webinars. It calls the CreateDataSource and DeleteDataSource APIs. Nitin Eusebius is a Sr.

APIs 117

APIs Enterprise Scripts Accountability 117

Tethr

JUNE 30, 2020

Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might might help with internal efficiency or measure what’s easily observable, but those things don’t always translate over to a happy customer.

Customer effort 65

Customer effort Scripts Coaching Metrics 65

Branch Mesenger

MAY 29, 2018

In this webinar, Jeanne Bliss and Taylor Pipes chatted about the following topics: How to hire people who care. Corporations that were mentioned in this webinar include: Pal's Sudden Service. We will send those to you so stay tuned and we will send it at the end of the webinar. The importance of empathy. Cleveland Clinic.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Totango

APRIL 26, 2021

Join us in ‍ this live webinar ‍ to learn more about Digital Customer Success. System Browser Scripts settings – You can now enable/disable session recordings in Global Settings -> General. You can also enable a walkthrough script with a script UR L. . Digital Engagement .

Scripts 63

Scripts APIs Customer retention Enterprise 63

Tethr

JUNE 1, 2020

Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—may Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most.

Metrics 72

Metrics Scripts Coaching Accountability 72

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Enghouse Interactive

JUNE 11, 2021

That often means there are strict processes and scripts in place for agents to follow, and they are incentivised to deliver service efficiently, time after time. By their nature they are likely to be ‘off script’, meaning that agents need the freedom to use their own judgement to solve the customer’s issue, based on their individual needs.

Airlines 93

Airlines Scripts Banking Self service 93

Kayako

MARCH 9, 2017

Train customers through webinars. Hosting webinars or public speaking on behalf of your company is a great way to develop your career. Senior Technical Advocate, Kushal Sharma, has given webinars on Service Level Agreements (SLAs), which are a useful tool for achieving good customer service at Kayako.

Customer Service 71

Customer Service Engineering Coaching Self service 71

CrazyCall

JANUARY 21, 2019

In the best solutions inside sales reps can make use of call recordings, call scripts, call transferring, call conferences, and sometimes even a lead generation tool ! How inside sales differs from telemarketing: the script. In inside sales, you may read from or generally follow a script. Calling scripts.

Telemarketing 87

Telemarketing Sales Scripts Gamification 87

ClientSuccess

JUNE 19, 2019

Developing a one-to-one relationship with the user by way of conversational communication (and not a scripted, one-word talk to boredom). Webinars and Live Demos: The Secret to Leveling Up the Customer Game. Regular webinars and live demos aren’t restricted to the IT universe. Offering 24/7 support. How will this help? .

Customer retention 73

Customer retention B2C Entertainment Consulting 73

Comm100

JULY 5, 2022

The best data to train your bot comes from the resources you’ve already built, including chat scripts, your knowledge base, and FAQs. If you’d rather watch along than read, we also have a recorded webinar that covers all these steps in less than 30 minutes – How to Build a Bot in 30 minutes.

Chatbots 98

Chatbots Benchmark Scripts Customer Service 98

AWS Machine Learning

AUGUST 18, 2022

Make a few minor code changes to your training script that enable the optimized backend. To use this effectively, you don’t need to make any changes to your training scripts. However, to minimize code rewrites, you can bring another launcher script that runs this command as your entry point. Conclusion.

Scripts 85

Scripts APIs Benchmark Engineering 85

Monet Software

SEPTEMBER 10, 2020

Loosen the Script. The most empathetic agent cannot do much to improve customer experience if they’re only permitted to read off a script. And there are even ways to handle unavoidably scripted language. Sometimes the problem isn’t agents’ skill—it’s the restrictions they face.

Call Center 71

Call Center Personalization Scripts Morale 71

Comm100

MARCH 7, 2019

Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. Decision Tree: An “If this… then that” framework that guides the customer to choose from a list of pre-defined scripts and options. AI and Bots: Are you ready?

Chatbots 73

Chatbots Scripts Technology Benchmark 73

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Scripting, filming and developing additional content geared towards learning CX was a partnership. Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace. Listen in to hear more about it!

Education 88

Education Healthcare Scripts Customer centricity 88

ScreenSteps Call Center

AUGUST 31, 2020

We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.

Call Center 52

Call Center Call flow Scripts 52

Uniphore

JUNE 7, 2021

In our recent webinar with CallMiner , we asked our audience what they want the most out of agent assist — and what their biggest hesitations are. Steer conversations with dynamic scripting & process guidance. Here’s how to do it: Script adherence: Map in scripts that make sense to agents and feel instructive.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

Amity

APRIL 19, 2018

Great examples of anticipating needs are: Regular webinars educating your customer base on how to use your product and introducing them to cool new features that you have released. Probably not. Anticipate the needs of your customers and figure out multiple ways to solve those needs on a proactive basis.

Scripts 91

Scripts Education Customer Support Sales 91

CX Journey

OCTOBER 20, 2015

To do this, create: (1) employee journey maps , a subject about which Intradiem and I did a webinar , or (2) your own undercover executive type program, where executives take on the role of the employee. Lose the script While that seems like a solution that contradicts simplicity, it really can be the root of all evil.

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

SharpenCX

DECEMBER 2, 2020

Update outdated policies, call scripts and processes so your agents have the right resources to help your customers. Set aside funds that each agent can use to take a course on Udemy (tons are $9 or less), attend a webinar or virtual conference, or even buy books on topics related to your core competencies. But, it doesn’t have to be.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

AWS Machine Learning

JUNE 27, 2023

The ML components for data ingestion, preprocessing, and model training were available as disjointed Python scripts and notebooks, which required a lot of manual heavy lifting on the part of engineers. The initial solution also required the support of a technical third party, to release new models swiftly and efficiently.

Engineering 106

Engineering APIs Scripts Entertainment 106

CrazyCall

FEBRUARY 5, 2019

Articles, know-hows, webinars can attract prospects and make them familiar with your brand. Cold-calling script can be a great tool to deal with objections. Check our article to learn how to develop scripts and use free cold-calling scripts made by experts. Make yourself known by offering high-quality content for free.

Sales 106

Sales Scripts industry standards Feedback 106

Fonolo

APRIL 18, 2019

Improving scripts and workflows to shorten calls will only get your organization so far. Learn how by registering to watch this live one-hour webinar. To achieve the kind of cost savings that truly impact the bottom line, contact center leaders need to reconsider the typical ho-hum tactics. The answer?

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

Noble Systems

SEPTEMBER 29, 2020

Custom Agent desktops and scripts and automated call guides using real-time speech analytics help streamline workflows to eliminate manuals tasks and help suggest next steps based on triggers within the conversation. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

OCTOBER 8, 2020

You might even prepare rebuttals to potential objections, just like you would for agents’ sales scripts. It’s vital to organize the supporting data, such as analytics and reporting showing how many new agent stations will be necessary to absorb projected contact volume growth. Show your work.

Contact Center 79

Contact Center Abandon rate call center workforce Average Handle Time 79

Comm100

NOVEMBER 23, 2016

Let’s say you offer customers a free webinar. For example, if you give them points for signing up for the webinar, you give them and added incentive to increase the value of their relationship with you. Free Download] Live Chat Scripts to Make Stellar Agents. On its own this is a solid relationship marketing effort.

Airlines 70

Airlines Scripts Advertising Accountability 70

Totango

AUGUST 23, 2022

Totango’s SuccessBLOCs have built-in KPIs and scripts to automatically or manually trigger optimized workflows, called SuccessPlays , appropriate to what the KPI data indicates for a particular customer. B2B Customer Journey Touchpoint Mediums. Social media posts and ads. Video content and ads. Blog content. Live chat and chatbots.

B2B 122

B2B Journey mapping SaaS Upselling 122

COPC

OCTOBER 26, 2023

LLM interactions differ from prior generations of chatbots, which required scripted interactions. The LLM is skilled in language, so the conversation design emphasizes instructing the LLM rather than scripting each utterance. Design: Crafting a user-friendly conversation design starts with mapping the customer journey to solutions.

Technology 76

Technology Customer Experience APIs Consulting 76

Comm100

SEPTEMBER 28, 2016

For example, you can have an expert agent deliver an in-depth product webinar or Q&A for your customers with low engagement. Free Download] Live Chat Scripts to Make Stellar Agents. You can also increase the usefulness of articles on your blog or newsletter, and offer one-on-one consultations for struggling customers.

Customer retention 82

Customer retention Scripts Accountability Metrics 82

ChurnZero

JUNE 18, 2021

Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews. If you missed the webinar, you can watch it on-demand. If the purpose of the call is to understand a little bit about why they canceled, you can have a little script there. Q&A Recap.

Sales 98

Sales Surveys Scripts SaaS 98

NICE inContact

NOVEMBER 8, 2019

Here are a few steps you can take to communicate clearly and deliver personalized service: Incorporate plain language in your IVR system using a flexible scripting tool. To learn more about improving the customer experience, check out our webinar on Digital-First Customer Service.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54