Agent Script Adherence: How Measuring Key Agent Behaviors Increases LTV
“Script” has become a naughty word in the contact center space, much like “work from home” (pre-COVID), for good reason. We hear it all the time with new clients. “Ugh…no. We don’t use scripts. We want our agents to sound natural and build rapport with our customers.” This is an understandable sentiment. No customer wants […]
