Source: http://www.contactcenterworld.com/tips.aspx?id=33fb99a572c24196a0ecb36907f09a38
Tuesday, May 1, 2012
Scripting
The issue of agents sounding like they are reading off a script is definitely a training issue. What we need to do is put as much information as we can on the screen or in front of the agent so they feel comfortable in their job. If they are comfortable and confident then they can start adapting to the call and using their own personalities in order to make that call center a bit more natural. -Simon Madden of CallScripter
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