The ART of Conversation

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• Related Articles

• Escalations Call Flow

  Agents are not required to give out their last names. If asked, please respond with the following: "Thank you for asking. I can give you my First Name as well as my Employee ID." (Employee ID = CXone Agent ID) If customer asks why, advise this is for ...

• Customer Service Documentation & Templates

  Service Job Comments Documentation is required for all customer interactions. Clear and complete documentation tracks customer care and expectations which results in efficient and consistent customer service. During an inbound call interaction, CXone ...

• Recording Disclosure & Outbound Calls

  To comply with wiretapping and privacy laws, our greeting scripts include a verbal call-recording disclosure. This requirement applies to inbound and outbound calls across all clients and channels. Recording Disclosure CALL RECORDING DISCLOSURE ...

• Customer Service Call Flow

  Script Scripting/Handling Greeting & Introduction “Thank you for calling: Cinch Home Services Sears Home Warranty Customer Service (ONLY when no Caller Screen Pop) My name is <Agent Name>, “To whom do I have the pleasure of speaking with?” “May I ...

• Authorizations Note Templates

  Notation is extremely important for the Authorizations Process. Writing understandable and clear notes is required to help the agents that come behind you know what the next steps for the job are. Authorizations use Note Templates to make it easier ...