Have you ever called a contact center and felt like you’re talking to a robot instead of a human being? Often this feeling of “communicating with a computer” can be attributed to how the agent is reading a script, when in fact it's just extremely poor use of an agent workflow.
Agent scripting shouldn’t be applied to a customer experience as a robotic, word-by-word script that an agent follows during a customer interaction. Customers have unique needs, and agents must adapt to them, not based on what to say, but on what process to follow. In reality, agent scripting should be the customer dialog function of a strategic workflow process designed to optimize the customer experience.
Unfortunately, there are several lingering myths around the value of agent scripting in relation to the overall customer experience. We'd like to clear the confusion by talking about four specific myths we hear on a regular basis.