What Is Call Scripting

question 185

Multiple Choice

What is call scripting?

• A)A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.
• B)Allows customers to use the web to find answers to their questions or solutions to their problems.
• C)Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.
• D)A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

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Definitions:

Overgeneralization

A cognitive distortion where an individual applies a general rule too broadly, based on a single incident.

Jumping To Conclusions

A cognitive distortion where an individual makes a premature, often negative, interpretation without sufficient evidence.

Humanistic Approaches

A psychological perspective that emphasizes the study of the whole person and the uniqueness of each individual's experience.

Unconscious Desires

Wishes or wants that influence behavior without an individual's conscious awareness, often discussed in psychoanalytic theory.