Agent tone issues are typically associated with the particular sound of an agent's voice like unenthusiastic, cold, and disinterested. But simply telling an agent to stop sounding that way and expecting them to change rarely works. What to do? The proven way to dictate agent tone is to control the specific words and phrases they use throughout their calls. This is what words and phrases are designed for. In today's call center field, the prevailing narrative espoused by ex