Call center agents need to have multiple company policies memorized and numerous solutions available for incoming customer calls. They have to know exactly what to say and how to react without going “off-book”. So, is there a way that call center agents can still do their job without taking negative calls personally and without sounding like a robot? Indeed there is! The answer can be found in none other than improvisation. Sound like a contradiction? The article “How Improv Made Me a Better Call Center Agent” by Evan Watson (ICMI) goes further into this topic.
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