Balto’s Research Arm Discovers That 2/3 of Contact Center Agents Want to Change Their Scripts — Here’s What To Do About It

New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. ST. LOUIS, June 28, 2022 /PRNewswire/ — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center. Agents…

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