Balto Blog
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, MO — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center. The report, “The Case for the Anti-Script: A Multifactor Analysis of Script Adherence,” is based…