Have you ever called a contact center and felt like you’re talking to a robot instead of a human being? Often this feeling of “communicating with a computer” can be attributed to how the agent is ...

“When people call our call center, our reps don’t have scripts, and they don’t try to up-sell. They are just judged on whether they go above and beyond for the customer and really deliver a kind of ...

RightNow Technologies has gone deep with contact center functionality in November 08, the latest quarterly update of its flagship Software as a Service CRM application. The new version builds on ...

Initially, these scripts were designed to help agents maintain compliance and drive calls to a successful resolution. However, rule-based scripts for virtual agents at scale can be too limiting and ...