ContactbabelRostrvm Solutions sponsored the Dynamic Scripting & the Unified Desktop chapter of ContactBabel’s recently published UK Contact Centre Decision-Maker’s Guide 2014.

“The variable capabilities of agents is a contributory inhibitor to quality improvements, and the increasingly complex and variable nature of agents’ work means that rigid, linear scripting is not appropriate for many contact centres. One possible solution is to look at dynamic scripting applications within an overall unified desktop environment, as well as understanding agent training needs through call recording and analysis, and delivering the right training and in-call information.”

Registered and logged in users of this web site can download a free copy of this chapter here.