Customer conversations can take unexpected detours. When contact center agents read from a script, they cover key points (great!) but don’t have the fluidity to handle those detours (not so great).
Traditional agent scripting ensures agents cover essential points, but may not allow for the unexpected. That’s where dynamic scripting comes in, presenting the agent with an evolving script that is custom-tailored to guide each customer on their unique journey.
Read these tips on how to empower agents with scripts, yet still enable them to personalize every conversation.