Linda is your customer,
She called for help to have her one issue fixed.
Your Agent put her on hold while he “researched” the issue
Minutes later he misguided her.
Aggravated, she complained bitterly on social media.
Now your CEO is upset at you!
How Does Yonyx Help?
Improved Customer Satisfaction (CSAT)
More customers get their issues resolved quickly & correctly. This helps you meet or exceed customer expectations!
Improved Average Handle Time (AHT)
Agents don’t spend time searching for articles in a knowledgebase, hopping through sections of articles or even writing call summary notes. This helps improve Average Handle Time (AHT) – resulting in further cost reduction.
Improved First Call Resolution (FCR)
More L1 Agents are able to resolve issues without the need to escalate them to L2. This leads to reduced costs.
Reduced Training Costs
Agents need to simply be trained to pick a guide for each call driver & traverse through along a customer specific pathway. Shadowing Agents is no longer required!