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How scripting can go wrong - Telnet - ContactCenterWorld.com Blog

How scripting can go wrong

Scripts are an easy way to remember everything and ensure that everything needing to be said and asked, gets said and asked.

But what are the issues that arise when creating and using scripts?

They’re too long

When a Sales person calls or when you call to complain about something, you can tell when something is scripted because it goes on for what seems a lifetime. When really, all you needed was the bare bones of the conversation.

 

They’re robotic

When you call to have a query answered or just need information, some scripts don’t allow for the human touch. Again – you can tell when something is too scripted.

The scripts are out-dated

Having scripts is an easy way towards getting Customer Service ‘right’, but scripts do get out-dated. They need to be tested and re-evaluated often.

 

They’re hard to navigate

We’ve mentioned that putting your customer on hold is a terrible thing. So, we don’t need to go into detail about why, but putting your customers on hold while you find the right script and the right lines will never work in your favour.

They don’t allow for every problem to be fixed

Not having room in the script to add human conversation and allowing spontaneity will bite you when there’s a problem needing to be fixed but there’s no room for smaller problems to be solved.

Source: http://telnet.co.nz/blog/how-scripting-can-go-wrong/

Publish Date: June 15, 2017 5:00 AM


2020 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Telnet

Recent Blog Posts:
Customer service is a feeling not an actionAugust 29, 2017 5:00 AM
Patience – An agent’s responsibilityJuly 21, 2017 5:00 AM
How scripting can go wrongJune 15, 2017 5:00 AM
How has Customer Service changed?June 9, 2017 5:00 AM
2017 CX so farJune 6, 2017 5:00 AM
Inbound Vs. OutboundMay 25, 2017 5:00 AM
What can ruin the Customer Experience?May 19, 2017 5:00 AM
Why you should consider OutsourcingApril 28, 2017 5:00 AM
CX Management and why it should matter to youApril 28, 2017 5:00 AM
The Yes and No’s to working in a Contact CentreApril 18, 2017 5:00 AM

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