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Three Benefits Of Dynamic Agent Scripting in Contact Centers

happy-support-staff-2According to the 2011 Avaya Consumer Preference Report, 49 percent of surveyed consumers felt that call centers and customer service centers provided poor customer support. We understand that your business is always striving to improve client satisfaction and working to diminish this nation-wide statistic of dissatisfaction.

Dynamic agent scripting is an effective way to ensure that your customers' needs are being met each time they speak to an agent on the phone. This scripting software allows your agents to respond to customers appropriately, and prepares the agents for each customer interaction. The benefits of dynamic agent scripting are numerous. The three main areas that it proves most effective are its dynamic programming capabilities, its ability to create a unified approach among agents, and its advance scripting option.

  • Dynamic programming. The agent scripts are programmed to adjust based on the reaction or response of the customer your agent is speaking to. Instead of the agent reading the same script regardless of the verbal response of the client, the agent can respond in a manner that is appropriate to each client's reaction. No robo-agents here.
  • Unified approach. Dynamic agent scripts allow you to ensure that all agents are responding to client requests in the same way. This limits difficulties caused by agents going off script, and helps you to guarantee that your customer service standards are consistently being met.
  • Advance scripting. Scripts allow agents to process calls efficiently and quickly, without the need to create individualized responses to each client. The agents simply work within the software, selecting answers that represent each customer's response to the question. The computer then provides the agent with an appropriate response to the situation that they're currently experiencing.

Dynamic agent scripting allows agents to work efficiently, while handling customer calls in an customized and appropriate manner.
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