Customer support metrics are not new in the field of call center industry. However, the first call resolution or FCR is still one of the key elements because it is the primary indicator of a business’ efficiency and effectiveness in resolving customer issues. This makes the interactive computer handbook extremely essential in increasing first call resolution.
After all, when a customer’s call is handled right the first time, the service is effective and results to a happy customer. In addition, the customer doesn’t have to call again to make the same complaint or to state that the prior solution was not able to resolve the problem. Overall, this will reduce the customer support cost and saves your company both time and effort.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Also, the interactive computer handbook is a powerful tool that companies can use to empower agents by giving them both knowledge and authority. The software will pull out all the necessary data and information related to the call from your comprehensive knowledgebase automatically. This allows the agents to free-wheel and make necessary modifications immediately to the script so that the next agent that will use the same process can handle the problem more effectively.
The usefulness of an interactive computer handbook goes beyond just the traditional support service that your company can provide. It gives your company flexibility to adapt and even when agents are relatively new to the company they can easily use this powerful tool and harness the power to resolve issues almost automatically.
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