Why do contact centers need scripting solutions?
Scripting can be used to guide agents through the flow of a customer conversation. It enables the agent to drive the dialog with the customer, and ensures that the agent is able to complete a customer interaction to the company’s – and the customer’s – satisfaction. A script helps agents to respond to a caller’s requirements, and prompts them to ask – and obtain – additional questions that will enable a company to deliver a higher level of customer satisfaction.
