What Is Call Scripting

question 30

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)customers use the web to find answers to their questions or solutions to their problems
• C)a system that gathers product details and issue resolution information, which 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:

Data Services

Services involving the acquisition, manipulation, management, and analysis of data, often used to inform decisions, research, and business strategies.

Self-Categorize

The process by which individuals identify and align themselves with particular groups or categories based on shared characteristics or beliefs.

Actor-Network

A theoretical and methodological approach within sociology and science and technology studies that emphasizes the agency of both human and non-human entities in the creation of social phenomena.

Micro-Macro

Refers to the analytical frameworks in social science that consider the interplay between individual (micro) and society-wide (macro) phenomena.