A call center business is expected to be efficient and reliable especially when it comes to resolving customer concerns and issues. Without the interactive installation handbook, the process of resolution can sometimes be challenging and will take a lot of time to call center agents.
What makes an interactive installation handbook best when implemented?
It empowers and consistently motivates call center agents. Implementing useful tools that your agents can use is one of the great things you can do so you can keep them motivated and empowered at work. There is no need for lavish reinforcements if a single act of easing their workload would suffice.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
It improves call center agent productivity. The handbook allows agents to make notes and other updates on the knowledgebase even while they are handling a customer call. This information becomes available to the next agent that faces the same issue or concern. This makes first call resolution rates even higher, which means your business is becoming more and more efficient.
It promotes consistency throughout the company. When information becomes available for all agents to use, even if some of your staff leaves the company – you can still promote consistency using the interactive installation handbook. It may even reduce the need for vigorous training.
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