As a call center company, your responsibility is to make sure that the best practices are upheld by your agents and it is only through implementing an interactive manual. The best practices can be maintained using an interactive manual by –
- Reducing the average handle time or AHT on each customer
Best practices with an interactive manual - Improving the rate of first call resolution or FCR allowing your agents to focus more on the next customers
- Enhancing the CSAT or customer satisfaction scores, which means customer support has been effective
- Improving the productivity of call center agents
- Improving the consistency of the call center’s entire implemented system
- Dramatically edit and gain access to multi-authored call center scripts
You can get all these and more when you implement an interactive manual to uphold your best practices. There is every reason to believe that you should always maintain consistency throughout the entire company, which means all your staff understands the same goal and mission.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
If you truly want to add further growth to your business, you have to take advantage of what technology has to offer. It should not be something that you compromise on because other businesses within the same industry will get ahead of you.
The only way you can be at par with the industry standards is adapt to changes particularly in the field of technology.
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