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" ... 2. Customers don't feel as though they are being treated as individuals. The CallMiner research also showed that when contact center agents rely on scripts, they tend to ask questions with no relevance to the current situation. That further irritates the customer. "Finally, when agents don’t know the right questions to ask or are incapable of answering customer questions, this indicates to the customer that they are not being taken seriously and their concerns are not a priority," adds Gallino. ... "
" ... But the other four loan-management processes, which direct interaction with borrowers, work better when adjusted for broad-based behavioral changes by borrowers. When this isn’t done, lenders get stuck with scripts and algorithms designed for conditions that no longer prevail. Adjusting to compensate for these inadequacies on the fly is difficult, imprecise, time-consuming, and expensive to replicate at scale. ... "
" ... Changing your financial behavior is difficult. Money scripts are often learned in childhood and simply continued in adulthood. Changes come very slowly at first while our mindset is changing. It takes time for us to grow into the idea that saving and investing is possible, simple, urgent, and valuable. ... "
" ... Figure out your money scripts (Past) ... "
" ... To create the scripts, Mercer consulted survivors of sexual assault and harassment, including actresses Katherine Kendall and Sarah Masse, as well as lawyers, psychologists and human resources experts. Kendall and Masse are even cast as “characters” in some of the scenes. ... "