For B2C contact center sales teams....
To script, or not to script?
That is often the question
I have this conversation with sales managers all the time. Some teams don’t use a highly structured script, because they want agents to appear more fluid and natural in their responses.
But these managers also recognize that their companies have accumulated years, if not decades, of knowledge in the process of how best to serve customers - and how to make agents more successful.
Hear how Taylor Pawley at Rick's Custom Fencing & Decking manages this balance and uses Invoca to help reps be productive, while keeping a natural, engaging tone.
