Running a call center business is not easy. You have to deal with different customers on a daily basis and each of them has unique needs, requirements, expectations, demands and even issues or concerns. An interactive computer guide can help your agents handle customer requests efficiently and consistently.
The interactive computer guide is a useful call center software that pulls out necessary information related to the current customer concern. The information comes from your comprehensive knowledgebase, which you may have collected over the years of business operation.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
A well-implemented interactive computer guide can increase the productivity of your agents. How can it increase the productivity of your agents?
Reduces the average handle time. Each customer has unique concern, which calls for a specific solution. The software can guide the agent on how to provide a walkthrough for customers to follow. Instead of browsing through hundreds to thousands of articles on the knowledgebase, the software will pull out only the related information.
Increases the efficiency of agents. With the software guiding them throughout, agents will sound like experts in the field and will sound less scripted. The walkthrough agents will provide are easy to follow and is available directly on screen.
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