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News : Balto's Research Arm Discovers That 2/3 of Contact Center Agents Want to Change Their Scripts

#contactcenterworld, @baltosoftware

St. Louis, MO, USA, June 28, 2022 -- Balto's Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center.

The report, "The Case for the Anti-Script: A Multifactor Analysis of Script Adherence," is based on survey responses from 567 contact center agents across the United States. Using statistical analysis methods, the Conversation Excellence Lab identified several insights that challenge the traditional view of call scripts.

Agents don't go off script because they forget what to say, they do because they want to — and that's a good thing.

Though scripts are a cornerstone of contact centers, they have not advanced at the same pace as other industry technologies. This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention.

The report claims:

Agents don't go off script because they forget what to say, they go off script because they want to — and that's a good thing.

The more involved agents are in writing their scripts, the more they'll follow them, and the happier they'll be overall. 64% of agents identified something they would like to change in their scripts.

The agent experience is universal. Factors like age, gender, tenure, industry, and more had no statistically significant effect on script adherence.

"This report is exciting because it expands on one of the core concepts behind Balto's innovation," said Balto CEO Marc Bernstein. "We call Balto the 'anti-script.' The anti-script doesn't mean agents should be winging it on every call. Rather, it means giving agents the ability to be human and stay flexible when talking to customers."

The report is available from the Conversation Excellence Lab for free. Coinciding with the release of the report, members of the Conversation Excellence Lab will discuss the findings in more detail today at 12:00 CT. Registration is available here. For those not able to attend, registrants will have access to a recorded video via the same link after the event.

The report is the latest in a series of insights sponsored by Balto.

#contactcenterworld, @baltosoftware

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
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Today's Tip of the Day - The Human Factor

Read today's tip or listen to it on podcast.

Published: Friday, July 1, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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