{"id":333525,"date":"2020-08-18T16:11:55","date_gmt":"2020-08-18T23:11:55","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=333525"},"modified":"2020-08-23T21:16:53","modified_gmt":"2020-08-24T04:16:53","slug":"flip-the-script-with-genesys-cloud-scripting","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/flip-the-script-with-genesys-cloud-scripting","title":{"rendered":"Flip the Script with Genesys Cloud Scripting"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text][\/vc_column_text][vc_column_text]Twenty years ago, I was working for a company with a large telemarketing team. New marketers started every day and, within an hour of starting their very first shift, they were on the phones making calls like seasoned professionals. Some of these employees were barely old enough to vote; few had any experience in telephone sales yet they had the full confidence of their team leaders because of one simple reason: the almighty agent script.<\/p>\n

For all the reverence that was placed on the script, you might think it was some amazing and magical manuscript \u2014 filled with the wisdom needed to succeed. In reality, it was much a single-sided photocopied mess of a page that each new starter was given. Photocopied, because the original file had long since been lost. And it was a mess because each new copy had some handwritten scrawl added to it \u2013 years of updates and reiterations.<\/p>\n

\u201cHi <person\u2019s name>. My name is <your name>. Are you the owner of the company, and would you like to save money on your phone bill?\u201d<\/em><\/p>\n

Kudos to the original writer who, 20 years ago, had the forethought to include at least some measure of personalisation<\/a>. Beyond that, I don\u2019t know how calls progressed much further than the agent\u2019s opening line.<\/p>\n

With time, our technology improved. I still see the odd sticky note on a computer screen with short snippets of scripted language, but it\u2019s rare. More commonly, I see agents reaping the benefits of dynamic scripting solutions where the agent is provided the remote party\u2019s name and other relevant details. With so much information available about a company\u2019s consumer base, they should be able to put it to better use.<\/p>\n

The scripting function in the Genesys Cloud\u2122 platform<\/a> lets you empower your agents whilst cutting down on the amount of applications or data sources they need to have open. It\u2019s a simple and easy way to implement all of the above and more.<\/p>\n

Think of your script in the Genesys Cloud platform as a blank canvas. If you could start again from scratch, think about the best information you could give to your agents. Here are some ideas.<\/p>\n