Call centers are at the forefront of customer interactions, making it essential to ensure that agents communicate effectively, consistently, and empathetically. A well-crafted call center script not ...

Customer Service Scripts for the Top 25 CX Words In a call center environment, the agent's language significantly impacts delivering great customer satisfaction (Csat). When Csat improves, the agent's ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...