In the traditional call center setting, the call scripts are extremely limited because it only follows one element in the support workflow. The introduction of interactive guide software has revolutionized the way call centers are being run today.
An interactive guide software provides on-screen assistance to agents that goes beyond the traditional scripting. It allows automatic information search from your comprehensive knowledgebase, pulling out of related information, provides on-screen access to various process and allows post-call analysis on what happened with each customer call.
The interactive guide software automates almost everything so the agent’s workload lessens and the average handle time on each customer is significantly reduced. In addition, it gives flexibility to agents in the support workflow instead of just relying on the script provided for by the company regardless whether it is part of the policy or is legally required.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Therefore, when customers call, agents can just follow the step by step call flow as directed on-screen by the interactive guide software. This increases the chance of first call resolution thus allowing your company to have a shot at higher customer experience rating.
Furthermore, it also increases the productivity of your agents since the workflow is repeatable and flexible. This increases the number of customers they can handle on a daily basis.
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