Technology has done a lot of things for us especially in making things easier and convenient. When it comes to running a call center business, time and productivity are both essential elements for success.
Implementing an interactive software bible is therefore a good way to improve the productivity and handle time of your call center agents. What are the benefits of an interactive software bible to your business?
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Enhance the resolution process. When customers call regardless whether it’s the first time or not, having a software bible to assist agents can enhance the resolution process. The software pulls out the necessary information thus the accuracy in diagnosis and preciseness of answers are improved as well. This results to lesser number of escalated problems.
Consistency in service. Call center agents will follow the same and well-defined system through the interactive software bible. This means there will be consistency in service throughout the company. Therefore, customer service experience will be reinforced.
Provide accurate reports. The interactive software bible is able to provide accurate reports that you can analyze. This means you can assess every call center agent’s interaction with your customers. Through this assessment, you can make continuous improvements and make sure that the system is well-implemented.
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