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Scripting

How long does it take you to write a script for your agents? Do you sometimes find they don’t like them? Here’s our tip… When you are asked to write a script or call guide for your agents, a good place to start is to take 3-4 (no more!) of your good agents aside and brief them on what is required. Ask them to come up with some scripts and role-play them before you finalise the details. This way you ensure that the script is usable and friendly! You can of course guide them with specific objectives. The net result is a script that achieves its objectives and has the support of the agents and it reads well! ContactCenterWorld.com

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