Scripts | Scripting

A basic form of agent guidance, one step up from a canned response but far less flexible and effective than full-bore guided workflows. Scripts are sometimes used to ensure compliance with tech support center policies but are better suited for less taxing environments such as retail customer service, form-filling assistance, and basic, repetitive questions. Scripting also differs from guided workflows in that they dictate the exact words to be used by the agent, leaving little or no room for creativity or adjustments that the situation might require. Scripts tend to have a deleterious effect on employee morale, not only creating tedium but implying as they do that support agents can’t be left to their own best feel for how to handle an inquiry.

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