Facing customer-related issues in a call center business is mundane to agents because it is what they have to do day-in and day-out. In order to lessen this sense of routine activity, you have to empower your agents by using an interactive IT handbook.
An interactive IT handbook can make things easier for call center agents thus allowing them to improve on the following areas –
Productivity. Improving the call center agent productivity is relatively easy if you know how to implement an interactive IT handbook. How will it increase your agents’ productivity?
First, the software will make the time for resolution process is lesser by automatically pull out necessary data from your comprehensive knowledgebase. And second, the software will lessen the time the agents have to spend on each customer – which we shall refer to as AHT or average handle time.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Consistency. The software is multi-authored, which means to say that all agents can make additional notes or changes on the information that the software has gathered. The data becomes available to all agents who are using the information at the same time. This allows for more consistency in the resolution process.
Efficient resolution. Since the software can effectively resolve customer issues, the first call resolution rate would be a lot higher than when you have not implemented the software.
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