When it comes to an interactive troubleshooting handbook, it is extremely useful to include colors and pictures in the equation. This is because colors and pictures are easy to look at and relaxing in more ways than one.
This way your call center agents will enjoy using them. The illustrations are helpful in a way that they have the capacity to connect the call scripts to regulatory statements that empowers your agents. When call center agents feel empowered and in control just by using the interactive troubleshooting handbook, they would almost automatically know what options are available for them to use. This way, they can communicate with your clients better and thus have meaningful interactions.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
If they use the interactive troubleshooting handbook, they will not sound scripted and they will sound more like experts of the field. Remember, customers don’t like to hear scripted conversations. What they want to hear is an agent that is knowledgeable and can resolve their issues for them. Also, the handbook will allow the call center agents to own the conversation and just use the script as a guide. This further hones their conversation skills by “free-wheeling” that will make them sound more natural. This builds stronger and lasting relationships with your customers so you gain the benefits, as well.
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