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Modernization in today's contact centers

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Dayna Steele: Let customer service representatives be people

Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.

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Modernization in today's contact centers

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Dayna SteeleDayna Steele

Dayna Steele, Houston disk jockey turned business process expert and motivational speaker, joins SearchCRM's Lena J. Weiner for a second podcast -- this time, focusing on the obstacles that both customer service representatives (CSRs) and customers face when they contact a call center. When asked about her position on scripting, she urges, "Train them with [the parameters], and then let people be people ... I would love to see companies throw out the script."

Steele urges managers to make customer interactions personal and human. "I think companies that figure that out are going to win in the future," she says. She suggests that organizations train customer service representatives on the company philosophy and then loosen up a bit and resist the urge to micromanage them.

For more on customer service representatives

Measuring call volume for every customer service representative -- good idea?

Train your customer service reps in CEM

Steele explains why people on the front lines -- like CSRs and receptionists -- should be considered the most important employees in the company. She also discusses CSRs with secret double lives as "superheroes" and dishes on the death of local radio.

This was first published in August 2013

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Essential Guide

Modernization in today's contact centers

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