The ART of Conversation

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• Related Articles

• Tier 2 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 ...

• AIM for Empathy: Customer Service

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• Recording Disclosure & Outbound Calls

  To ensure we do not violate wiretapping and privacy laws, we have a verbal call recording disclosure as part of our greeting scripts. These requirements apply to all inbound and outbound calls and are applicable to all clients and channels. Recording ...

• Customer Service Disclaimers

  Alternate Provider Option (APO) SCRIPT “<Customer Name>, our search for a Service Professional in your area is taking longer than anticipated. To expedite your Service Request, I can authorize you to contact a licensed and insured Service ...

• 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 ...