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A Common Contact Center Mistake to Avoid

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One of the investments that all businesses should end up making over the course of their existence would be some kind of a contact center. A big part of the reason what that is the case has to do with the fact that no product is ever going to be perfect and as a result of the fact that this is the case many customers would need to get in touch with you either to complain about something that might not be working the way that it should or to ask a question so that they can better use the product or service that they have acquired from you in the first place.

Contact centers are great due to the reason that they can enable customers to directly talk to an expert that would know everything that is relevant to your product line. That said, you might want to check out a tmcnet contact centre efficiency post because there is one mistake that a lot of businesses commonly make in this regard and this is a mistake that you might ideally want to end up making in order to keep the success of your business well into the future.

This mistake that we are talking about is trying to make your contact center agents stick to a script. If your agents rely on the script too much this would make customers think that they are talking to a robot or at the very least they would assume that their queries are not relevant enough to elicit genuine responses from the person that they are talking to so you should try to encourage a more organic form of engagement from your agents.

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