Spiels are scripts of customer service representatives that are used to manage, deliver and express quality service to customers. In the call center industry where services are principally delivered through verbal communications, spiels are a source of customer satisfaction, which …

The call center industry is not limited to the voice calls whereby the customer representatives communicate with clients through verbal means. A non voice account pertains to an account in a call center wherein agents communicate with clients in written …

Messaging is generally another way for communicating or conveying information and meaning, which is a central activity that call center agents perform in the execution of their duties. However, messaging involves written communications whereas agents normally conduct verbal messaging when …