Average handle time is one of the key components of delivering exceptional customer service. Lower is better and faster is prudent. So how do you help agents be consistent and productive enough to lower average handle time? The answer can be simpler than expected and Yonyx can help!
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent
- Interactive IT User Manual – Can help reduce average handle time by providing a platform for both call center agents and customers to consult together, as they navigate the troubleshooting process. This can save time and ultimately produce the desired result with a more natural fit for non-linear information.
- Integrate with CRM/Help Desk – An elaborate building on point one, CRM can be exceptionally beneficial to lowering AHT. Helpdesk systems such as Salesforce or Siebel can help expedite the troubleshooting process and help agents assist customers in getting there.
- Embedded In Web Pages – These platforms are embedded in web pages which makes visitation easier than consulting a paper based manual that can be locked away. Furthermore, it is available for the agent if need be. While agents can operate from their own knowledge base, if they find themselves troubled they do not have to dig through a manual. The answer is a few clicks away in a guide already in front of them.
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