Structure, Not Scripts

On this episode of CX Riot Radio, we talk about why your agents shouldn't memorize scripts, but know the WHY behind the intent of the scripts. Some parts of your scripts SHOULD be verbatim; your greeting, your closing, any legal verbiage or coupon details, sure. But other aspects need to be fluid so you don't sound like robots in a dumpster fire. Join Dave and Suz as they tackle this issue and go through the Call Path. Website: https://cxriotradio.com/Suz's Site: https://suzexe.netlify.app/Here's the LinkTree: https://linktr.ee/caffcx