Branch Scripting
Organizations frequently need to gather detailed information about a customer or a customer's problem. This information must be complete and consistent or follow-up interactions with the customer will be required, driving up costs. Designed to assist a contact center agent in resolving issues, Branch Scripting ensures the proper information is captured and stored, thus increasing the probability of success and limiting customer callbacks. Branch Scripting was added as another tool for agents to improve efficiency, effectiveness, consistency and productivity within a contact center. Branch Scripting solution provides these benefits:
Streamlines data capture by agents.
Standardizes information gathering, for greater accuracy and consistency.
Simplifies complex diagnosis, enabling less skilled resources to address complex issues and mirror the abilities of more experienced agents.
Provides repeatable processes, improving productivity.
Personalizes data capture interaction for respondents.