Anyone who’s working in the Customer Service or Support industry for any length of time has either written or read a call script. Call scripts enable the agent to read aloud over the phone while ...

Even though we have talk scripts in place, the quality of service varies from operator to operator.To solve this problem, we ...

There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Jan 17, 2015, 12:32pm EST Feb 02, 2015, 07:21pm EST This ...

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, ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

After Transcom trained dedicated teams inside Dacor's own learning center, the luxury appliance brand saw resolution times fall 45% and first-time fix rates improve 60%, with an 82% CSAT ...