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 ...

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 ...

Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee ...

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, ...