Saying "included therein" to every customer is like a legally binding ritual.Working in a call center already requires a special kind of patience, but this situation took it to another level. The job ...

Even though we have talk scripts in place, the quality of service varies from operator to operator.To solve this problem, we add questions and confirmation items, and create detailed branches based on ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

[This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available ...

Phone calls remain one of the most direct and trusted ways to serve customers - especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...

A great cold call script helps reps make a positive first impression. You can customize these examples and start using them right away. You don’t want to waste peoples’ time, and you certainly don’t ...