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Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents

Tuesday, June 28 at 1 pm CDT

How Improvising and Script Flexibility Impact Agent Satisfaction and Performance

The Conversation Excellence Lab, Balto’s dedicated research team, recently surveyed more than 500 contact center agents to learn more about their experiences and opinions of using call scripts. Our findings were somewhat surprising: contact centers that embrace, encourage, and enable flexibility and “going off script” have overall happier agents who perform their jobs better.

Join us for this special webinar as we review the survey results, share key findings, and discuss recommendations for contact center teams to rethink how you approach call scripting, script adherence, and guiding agents’ conversations.

In this free webinar, we will discuss:

  • Why agents intentionally deviate from their scripts and what they want to change most about their call flows.
  • The evolving role and purpose of call scripts and call guidance throughout an agent’s career.
  • Reasons why your team should involve agents in creating call scripts and content resources.
  • Top recommendations for putting these insights into practice.

All webinar registrants will receive the full research report and analysis following the broadcast!

Register Now

🗓 Tuesday, June 28 at 1 pm CDT

Can’t attend the webinar? No worries!
Register now to receive the recording via email.

Webinar Speakers

Justin Smith
Sr. Research Copywriter

Lior Torenberg
Sr. Creative Solutions Manager

Michelle Barbeau
Sr. Customer Education Manager

About Balto’s Conversation Excellence Lab

The Conversation Excellence Lab is Balto’s hub for academic-level research. With the support of research teams and in-house data, we create thought-leading content focused on actionable insights for the contact center industry. This includes industry surveys, academic partnerships, and reports backed by Real-Time Guidance call data provided by Balto. Learn More

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