Creating Call Center Agents Who Think for Themselves

Although Direct Response is a scripted enviroment, the truth is that every client would love to know it has an army of agents who think for themselves in the call center.
Agents who are trained to put themselves in the caller's shoes and, as a result, can almost always figure out how to close the deal, save the sale or solve a tricky customer service issue within the client-provided guidelines are invaluable.

June 2011 response Magazine Ad.