Agent Scripting Tool
An Agent Scripting Tool Improves Customer Service Operations
Positive customer interactions require constant attention. Customer satisfaction can be improved by utilizing an agent scripting tool. Changing business needs often require the contact center to quickly adapt how their customer service representatives (CSRs, or agents) manage the customer interaction. Traditionally, without the benefit of an agent scripting tool, this process changes have required complex and lengthy IT development cycles, preventing the business from adjusting to customer needs in real time. Many times, the changes are minor: price adjustments, new offers and improved best practices. Using an agent scripting tool, a contact center planner or business analyst can now manage these updates.
What is an Agent Scripting Tool?
Agent scripting tools enable features such as on-screen controls, automatic application navigation and dynamic flow control logic for call scripting. "Drag and drop" visual modeling features in the agent scripting tool makes it easy to develop and maintain the scripts.
Jacada Interaction Manager Agent Scripting Tool
Jacada® Interaction Manager offers breakthrough technology for managing customer interactions utilizing agent scripting tools. Business users can rapidly create and publish rules-based interactions for call center agents using the Jacada Interaction Manager agent scripting tool. The agent scripting tool uses a graphical drag-and-drop interface, enabling business analysts to easily create and manage all aspects of the agents' interactions, map processes, decisions and calculations, and then deploy directly to Jacada® WorkSpace.
Using an agent scripting tool such as Jacada Interaction Manager can give your business a new level of control in defining and managing customer interactions. With a friendly graphical development environment, interactions are easily assembled, self-documented, versioned, and published to Jacada WorkSpace. With this agent scripting tool, business analysts can even invoke business transactions that are built, approved and published by IT.
Benefits of an Agent Scripting Tool
With the Jacada Interaction Manager agent scripting tool, contact centers can build and deploy best practice-driven customer interactions, dynamic call flows and business rules. The agent scripting tool feature enables call-flow and compliance reports which describe the most frequent call types, most frequent paths through the call flow, and bottlenecks and trouble spots.