Agent Empowerment vs Script Compliance: Why Discretion Wins
Rigid scripts feel safe. They promise consistency, control, and a tidy audit trail. So leaders reach for them, especially at scale. But scripts have a hidden cost. They quietly wreck…
Rigid scripts feel safe. They promise consistency, control, and a tidy audit trail. So leaders reach for them, especially at scale. But scripts have a hidden cost. They quietly wreck…