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Dialog best practices

Dialogs help customer service representatives (CSRs) provide customers with the best possible customer service experience. Dialogs are specific to the context and customer so CSRs know exactly what to say during each step of the process. Dialogs can include references to customer and account information and can be varied by the CSR skill level.

Supervisors or managers who have the privileges create context-specific dialogs that help CSRs communicate effectively with customers.

If managers personalize the interaction and decide that CSRs should use the first name of the customer, then the managers can make the changes themselves without IT involvement. Once managers change the dialog, the new script is immediately available to all of the CSRs.

Dialog best practices

When creating dialogs, remember these things:

  • Dialogs are scripts. Do not confuse CSRs by adding instructional text to the script
  • Dialogs should be brief, unless they are legal disclaimers or similar content
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