Empowering call center agents through the use of interactive computer manual is perhaps the most overlooked approach to getting things done within a call center business. It is rarely utilized and recognized as a good tool that could generate positive customer experience. This means that in order to achieve success you need to place importance to your agents as they are the ones who will relay the information from your comprehensive knowledgebase.
So, what does empowering your agents with interactive computer manual mean?
It makes the agents’ work easier and more convenient. Most – if not all – call center agents don’t like the repetitive tasks they face and it is doubly tasking if they have to deal with demanding customers. The task can go steeply uphill that without any form of assistance it could be downright hard and challenging.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
The interactive computer manual can efficiently reduce the workload of agents by allowing them to access your comprehensive knowledgebase automatically during a customer’s call.
Minimize the number of agent mistakes encountered. With a properly implemented system, the risk of committing mistakes by agents would be greatly minimized and this is not just in terms of customer support or providing solutions to customer concerns and issues. It is also applicable to other aspects of business especially when you’ve offered consistency throughout the business.
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