The Unscripted Agent: 6 Tips for Dynamic Conversations

Nov 12, 2020 3:32:22 PM

Dynamic Scripting Tip SheetCustomer 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.

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Kay Phelps

Written by Kay Phelps

Kay Phelps is Director of Product Marketing at Edify. As a 20+ year veteran in Contact Centers, Kay’s experience spans product development, systems engineering, product management, and product marketing. As a frequent blogger, author, and presenter, Kay uses her expertise in all facets of product development and marketing to help companies deliver excellence in customer experiences. When not in the office, you can find Kay hiking or skiing a mountain, dancing, reading, or traveling.