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Image representing the replacement of outdated call center scripting processes.

September 10, 2025

Replacing Outdated Call Center Scripting Processes

Replacing outdated scripting processes with dynamic, digital scripting software provides consistency, efficiency, flexibility, real-time updates, and data integration that results in a more personalized and fluid conversation while improving overall productivity because dynamic scripts streamline conversations, helping agents resolve issues faster and handle more calls.

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img{object-fit:cover;object-position:center center;}.featured-article__image.brxe-image{width:100%;height:100%;}.featured-article__text-wrapper.brxe-block{flex-direction:column;row-gap:var(--content-gap);}.featured-article__meta.brxe-post-meta{font-size:var(--body-s);}.resource-card__link{background-color:transparent !important;}.button--text.brxe-button{padding-top:0;padding-right:0;padding-bottom:0;padding-left:0;border-radius:0;}.button.button--text:hover{color:var(--primary-light-35);}.all-articles.brxe-section{background-color:var(--primary-pale);z-index:5;position:relative;padding-top:calc(var(--radius-large) + var(--half-block-padding));}.all-articles[data-resource-type="white-papers"]{background-color:var(--secondary-pale);}.all-articles[data-resource-type="case-studies"]{background-color:#fff;}.bg-grain.brxe-div{background-repeat:repeat-x;background-image:url("https://www.amtelco.com/nitropack_static/nwMfSikwwJpMvSnCTxoCjuRygybUcIuf/assets/images/optimized/rev-53540df/amtelco.com/wp-content/uploads/2023/11/Grain.png");background-size:50rem;width:100%;position:absolute;min-height:40rem;top:0px;opacity:.6;z-index:-50;}.bg-grain.brxe-div.nitro-lazy{background-image:none !important;}.all-articles[data-resource-type="case-studies"] .bg-grain{background:none;}.all-articles__inner.brxe-container{flex-direction:column;row-gap:var(--container-gap);align-items:center;}.related-resources__grid-wrapper.brxe-container{display:grid;align-items:initial;grid-template-columns:var(--grid-3);grid-gap:var(--grid-gap);}@media (max-width: 767px){.related-resources__grid-wrapper.brxe-container{grid-template-columns:var(--grid-1);}}.resource-card.brxe-block{flex-direction:column;row-gap:var(--mini-gap);position:relative;}.resource-card__image-wrapper.brxe-div{aspect-ratio:5/3;overflow:hidden;display:block;width:100%;background-color:var(--bricks-color-ahulsm);}.resource-card__image.brxe-image:not(.tag),.resource-card__image.brxe-image img{object-fit:cover;object-position:center center;}.resource-card__image.brxe-image{width:100%;height:100%;}.resource-card__image{aspect-ratio:5/3;}.resource-card__tag.brxe-div{position:absolute;top:0px;left:0px;z-index:10;background-color:var(--primary);color:var(--bricks-color-ahulsm);font-size:13px;font-weight:500;text-transform:uppercase;letter-spacing:.3px;padding-top:7px;padding-right:10px;padding-bottom:7px;padding-left:10px;}.resource-card__tag[data-resource-type="white-papers"]{background-color:#fff;color:var(--base);}.resource-card__tag[data-resource-type="case-studies"]{background-color:var(--base);}.resource-card__meta a{transition:all .5s;}.resource-card__meta a:hover{color:var(--primary);text-decoration:underline;}.footer.brxe-section{padding-right:0;padding-bottom:0;padding-left:0;}.product-hero__bg-wrapper.brxe-div{position:absolute;top:0px;left:0px;z-index:-10;overflow:hidden;width:100%;height:60rem;}.footer__bg-wrapper.brxe-div{min-height:100%;}.product-hero__bg-image.brxe-image{width:100%;position:absolute;top:0px;left:0px;height:100%;}.product-hero__bg-image.brxe-image:not(.tag),.product-hero__bg-image.brxe-image img{object-fit:cover;object-position:center center;}.footer__bg-image.brxe-image{height:calc(100% - 40rem);}.footer__inner.brxe-container{padding-right:var(--section-inline-padding);padding-left:var(--section-inline-padding);position:relative;z-index:100;}@media (max-width: 767px){.footer__inner.brxe-container{width:100%;}}.footer__text.brxe-container{align-items:center;text-align:center;color:var(--bricks-color-ahulsm);flex-direction:column;row-gap:var(--content-gap);max-width:55ch;margin-top:var(--section-block-padding);margin-bottom:var(--section-block-padding);}@media (max-width: 767px){.footer__text.brxe-container{max-width:80%;}}@media (max-width: 478px){.footer__text.brxe-container{max-width:90%;margin-top:0;margin-bottom:0;}}.text--display.brxe-text-basic{font-size:var(--display);font-weight:800;font-family:"Poppins";line-height:1.2;}.footer__form.brxe-container{background-color:var(--bricks-color-ahulsm);border-radius:var(--radius-med);padding-top:var(--card-padding);padding-right:var(--card-padding);padding-bottom:var(--card-padding);padding-left:var(--card-padding);align-items:center;min-height:30rem;margin-top:var(--section-block-padding);}.footer__branding.brxe-section{background-color:var(--primary-pale);position:relative;z-index:10;margin-top:-15rem;}.footer__branding-wrapper.brxe-container{flex-direction:row;justify-content:space-between;}@media (max-width: 767px){.footer__branding-wrapper.brxe-container{flex-direction:column;justify-content:center;align-items:center;row-gap:var(--container-gap);}}.footer__logo-block.brxe-block{flex-direction:column;row-gap:var(--content-gap);}@media (max-width: 767px){.footer__logo-block.brxe-block{align-items:center;text-align:center;}}.footer__logo.brxe-image{width:clamp(20rem,15.296vw + 15.105rem,36rem);}.text-link.brxe-text-link{text-decoration:underline;transition:all .5s;display:inline-block;}.text-link:hover{text-shadow:var(--base) .025em .025em .01em;}.footer__link-block.brxe-block{flex-direction:column;row-gap:var(--content-gap);align-items:flex-end;align-self:flex-end !important;}@media (max-width: 767px){.footer__link-block.brxe-block{align-items:center;padding-top:3rem;}}.footer__social.brxe-social-icons li{border-radius:50%;transition:all .5s;}.footer__social.brxe-social-icons li.has-link a,.footer__social.brxe-social-icons li.no-link{width:4rem;height:4rem;font-size:22px;}.footer__social.brxe-social-icons{gap:1rem;}.footer__links.brxe-div{display:flex;column-gap:1.5rem;}.footer__text-link.brxe-text-link{text-decoration:underline;font-size:var(--body-s);}:root{--bricks-color-417922:#f5f5f5;--bricks-color-86ec67:#e0e0e0;--bricks-color-8228df:#9e9e9e;--bricks-color-fabba5:#616161;--bricks-color-0a0558:#424242;--bricks-color-0b9094:#212121;--bricks-color-626e79:#ffeb3b;--bricks-color-b8fa74:#ffc107;--bricks-color-261155:#ff9800;--bricks-color-b4e200:#ff5722;--bricks-color-543252:#f44336;--bricks-color-37ee32:#9c27b0;--bricks-color-ae8195:#2196f3;--bricks-color-425329:#03a9f4;--bricks-color-ee4e73:#81d4fa;--bricks-color-647ed8:#4caf50;--bricks-color-0e040a:#8bc34a;--bricks-color-66af7f:#cddc39;--bricks-color-ahulsm:#fff;--bricks-color-mcwxtg:#000;--bricks-color-wwlmfk:transparent;}@media (max-width: 478px){#brxe-xmypqn{white-space:nowrap;}:where(.brxe-nav-menu) .bricks-nav-menu>li{margin:0 0 0 20px;}@media (max-width:420px){.hide-on-mobile{display:none;}}}@media (max-width: 991px){#brxe-ppcsmw .bricks-nav-menu-wrapper{display:none;}#brxe-ppcsmw .bricks-mobile-menu-toggle{display:block;}}@media (max-width: 991px){#brxe-ppcsmw{display:none;}}@media (max-width: 991px){#brxe-tqewys .bricks-nav-menu-wrapper{display:none;}#brxe-tqewys .bricks-mobile-menu-toggle{display:block;}}#brxe-tqewys{display:none;}@media (max-width: 991px){#brxe-tqewys{display:flex;}}@media (max-width: 478px){#brxe-oayrzs{display:none;}}#brxe-bnekxg{justify-content:space-between;column-gap:var(--container-gap);}#brxe-daqvgh:not(.tag),#brxe-daqvgh img{object-fit:cover;object-position:center center;}#brxe-ysamjw:not(.tag),#brxe-ysamjw img{object-fit:cover;object-position:center center;}#brxe-yjhmoz:not(.tag),#brxe-yjhmoz img{object-fit:cover;object-position:center center;}#brxe-jrfsti{text-align:center;}#brxe-hrwnqn input[type=search]{background-color:var(--bricks-color-ahulsm);width:100%;}#brxe-hrwnqn button{background-color:var(--bricks-color-ahulsm);}#brxe-hrwnqn .bricks-search-overlay .bricks-search-form{max-width:100%;}#brxe-jnwfuz{flex-direction:column;}.brxe-jmtdzb .brxe-mtiqlp.brxe-image:not(.tag),.brxe-jmtdzb .brxe-mtiqlp.brxe-image img{object-fit:cover;object-position:center center;}@media (max-width: 478px){.brxe-jmtdzb.brxe-div{display:flex;flex-direction:column;}}.brxe-tunjoz .brxe-enpqvo.brxe-image:not(.tag),.brxe-tunjoz .brxe-enpqvo.brxe-image img{object-fit:cover;object-position:center center;}.brxe-tunjoz .brxe-fmswsc.brxe-div{display:block;}#brxe-ojprci:not(.tag),#brxe-ojprci img{object-fit:cover;object-position:center center;}#brxe-cjbcis li.has-link a,#brxe-cjbcis li.no-link{padding-top:15px;padding-right:15px;padding-bottom:15px;padding-left:15px;color:#fff;}#brxe-cjbcis .repeater-item:nth-child(1){background-color:var(--base);}#brxe-cjbcis .repeater-item:nth-child(1).has-link a{color:var(--primary-pale);}#brxe-cjbcis .repeater-item:nth-child(1).no-link{color:var(--primary-pale);}#brxe-cjbcis .repeater-item:nth-child(1):hover{background-color:var(--primary);}#brxe-cjbcis .repeater-item:nth-child(2){background-color:var(--base);}#brxe-cjbcis .repeater-item:nth-child(2).has-link a{color:var(--primary-pale);}#brxe-cjbcis .repeater-item:nth-child(2).no-link{color:var(--primary-pale);}#brxe-cjbcis .repeater-item:nth-child(2):hover{background-color:var(--primary);}#brxe-cjbcis .repeater-item:nth-child(3){background-color:var(--base);}#brxe-cjbcis .repeater-item:nth-child(3).has-link a{color:var(--primary-pale);}#brxe-cjbcis .repeater-item:nth-child(3).no-link{color:var(--primary-pale);}#brxe-cjbcis .repeater-item:nth-child(3):hover{background-color:var(--primary);}#brxe-tcqvvw{margin-top:15rem;}#brxe-rrhiab{width:60px;height:60px;position:fixed;left:1rem;bottom:1rem;z-index:15;font-size:28px;}.bricks-is-frontend #brxe-rrhiab{opacity:0;visibility:hidden;}#brxe-rrhiab[show="true"]{animation:fadeIn .5s;animation-fill-mode:forwards;}@keyframes fadeIn{0%{opacity:0;visibility:hidden;}100%{opacity:1;visibility:visible;}}#brxe-rrhiab[show="false"]{animation:fadeOut .5s;animation-fill-mode:forwards;}@keyframes fadeOut{0%{opacity:1;visibility:visible;}100%{opacity:0;visibility:hidden;}}.mega-menu__wrapper.brxe-section{background-color:transparent;padding-top:0;padding-bottom:0;position:relative;margin-top:41px;}.mega-menu--solutions.brxe-container{background-color:var(--bricks-color-ahulsm);box-shadow:0 3px 6px 3px rgba(0,0,0,.1);width:80rem;}.mega-menu--solutions:before{content:"";position:absolute;top:-20px;left:0;display:block;width:100%;background-color:#fff;height:20px;}.mega-menu__tab-menu--solutions.brxe-block{padding-top:3rem;padding-right:var(--menu-card-padding);padding-bottom:calc(var(--menu-card-padding) + 4rem);padding-left:var(--menu-card-padding);position:relative;flex-direction:column;grid-template-columns:var(--grid-2);grid-auto-flow:row;display:flex;}.mega-menu-item.brxe-text-link{padding-top:.8em;padding-right:0;padding-bottom:.8em;padding-left:.8em;font-weight:700;color:var(--primary);transition:all .5s;flex-direction:row-reverse;}.mega-menu-item.brxe-text-link:hover{color:var(--base);}.mega-menu-item.brxe-text-link .icon{color:var(--base);fill:var(--base);}.mega-menu-item .icon{opacity:0;transition:all .5s;width:40px;background:#ddd;display:block;position:relative;}.mega-menu-item .icon .fas{position:absolute;left:0;top:-.5em;transition:all .5s;}.mega-menu-item:hover .icon{opacity:1;}.mega-menu-item:hover .icon .fas{left:10px;}.mega-menu__link-wrapper.brxe-div{display:flex;width:100%;justify-content:flex-end;margin-top:var(--menu-card-padding);}.mega-menu__link.brxe-text-link:hover{color:var(--primary);}.mega-menu__link.brxe-text-link{transition:all .5s;}.tab-content--solutions.brxe-block{width:100%;}.mega-menu__content-wrapper.brxe-div{width:100%;overflow:hidden;row-gap:var(--content-gap);flex-direction:column;display:flex;background-color:var(--primary);color:var(--bricks-color-ahulsm);}.mega-menu__heading{white-space:wrap;}.mega-menu__description{white-space:wrap;}.mega-menu__tab-menu--products.brxe-block{padding-top:3rem;padding-right:var(--menu-card-padding);padding-bottom:calc(var(--menu-card-padding) + 4rem);padding-left:var(--menu-card-padding);position:relative;display:grid;align-items:initial;grid-template-columns:var(--grid-2);}.mega-menu__tab-title.brxe-div{display:flex;}.mega-menu__tab-title{text-wrap:wrap;}.mega-menu__link-wrapper--products.brxe-div{position:absolute;right:var(--card-padding);bottom:calc(var(--card-padding) - 2em);width:auto;}.mega-menu__grid.brxe-container{display:grid;align-items:initial;grid-template-columns:minmax(0,5fr) minmax(0,3fr);width:90rem;}.mega-menu__content-panel.brxe-block{padding-top:var(--menu-card-padding);padding-right:var(--menu-card-padding);padding-bottom:var(--menu-card-padding);padding-left:var(--menu-card-padding);flex-direction:column;justify-content:center;background-color:var(--primary);color:var(--bricks-color-ahulsm);row-gap:var(--content-gap);}.mega-menu__content-panel{white-space:pre-wrap;}.mega-menu__subhead.brxe-text-basic{color:var(--bricks-color-ahulsm);}.button--green:hover{background-color:transparent !important;color:#fff !important;opacity:.7;}.mega-menu__menu-wrapper.brxe-block{padding-top:var(--menu-card-padding);padding-right:var(--menu-card-padding);padding-bottom:var(--menu-card-padding);padding-left:var(--menu-card-padding);}.mega-menu-sub-item.brxe-text-link{padding-top:.4em;padding-right:.8em;padding-bottom:.4em;padding-left:3rem;font-style:italic;font-weight:300;}#brxe-tmvakm{padding-top:5px;padding-right:5px;padding-bottom:5px;padding-left:5px;}#brxe-pkuzqn{flex-direction:column;row-gap:var(--content-gap);position:relative;}#brxe-eyzbgf{position:relative;}#brxe-eyzbgf{white-space:pre-wrap;}#brxe-ddbghb > .tab-menu .tab-title{padding-top:5px;padding-right:5px;padding-bottom:5px;padding-left:5px;background-color:var(--bricks-color-ahulsm);}#brxe-ddbghb > .tab-menu .tab-title.brx-open{background-color:var(--bricks-color-ahulsm);}#brxe-ddbghb > .tab-content{border:0;border-style:solid;background-color:var(--primary);color:var(--bricks-color-ahulsm);padding-top:var(--menu-card-padding);padding-right:var(--menu-card-padding);padding-bottom:var(--menu-card-padding);padding-left:var(--menu-card-padding);}#brxe-ddbghb{flex-direction:row-reverse;height:30rem;}.brxe-cijxif.brxe-block{flex-direction:column;row-gap:var(--content-gap);width:100%;position:relative;}#brxe-ukhoak{position:relative;width:42rem;}#brxe-ukhoak{white-space:pre-wrap;}#brxe-nvndpr{flex-wrap:wrap;flex-direction:column;width:100%;}#brxe-dgipfr > .tab-menu .tab-title{padding-top:0;padding-right:0;padding-bottom:0;padding-left:0;background-color:var(--bricks-color-ahulsm);}#brxe-dgipfr > .tab-menu .tab-title.brx-open{background-color:var(--bricks-color-ahulsm);}#brxe-dgipfr > .tab-content{border:0;border-style:solid;background-color:var(--primary);color:var(--bricks-color-ahulsm);padding-top:var(--menu-card-padding);padding-right:var(--menu-card-padding);padding-bottom:var(--menu-card-padding);padding-left:var(--menu-card-padding);}#brxe-dgipfr{flex-direction:row;width:100%;height:auto;}#brxe-ekehbc{width:1290px;}.brxe-pdfpkd.brxe-div{display:flex;flex-direction:column;row-gap:var(--content-gap);align-items:flex-start;}.mega-menu-item.brxe-text-link{padding-left:.5rem;}