Interactive Software Guide | Improving the Consistency of Your Agents

by | Apr 14, 2014 | Automate Support, Knowledgebase, Troubleshooting

In many ways, the work of a call center agent is extremely mundane and ordinary yet there is nothing ordinary about the repetitive task – it is annoying to say the least. And, agents are always subjected to this on a daily basis.

Improving call center agent consistency with interactive software guide

Improving call center agent consistency with interactive software guide

However, despite the repetitive tasks they have to perform, you can improve their consistency through an interactive software guide that you can implement.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

How can the interactive software guide improve the consistency of your agents?

Personalizing Call Scripts

When customers call, they don’t want to talk to people who just read scripts to them. Therefore, you need to make the script personalized and sound more natural.

Using an interactive software guide will allows you to pull only the necessary information from your comprehensive knowledgebase. The agents can then utilize this information as part of the call scripts you’ve crafted out for them.

Make sure that the agents can relay this information without any jargon so the customers can easily understand what they mean.

Try to Use Guides instead of Scripts

Alternatively, if you don’t want to use scripts, you can use the interactive software as a guide. The scripts, while useful, will make it difficult for your agents to sound like an expert. However, with the software, your agents can pull the most important information they can find automatically from your database.

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