It doesn’t matter how comprehensive your knowledgebase is if you don’t have an efficient system that allows you to pull out specific data related to a customer’s call the knowledgebase becomes nothing.
Worry no more with an interactive user handbook. This is increasingly becoming the call centers’ secret technique to reducing Average Handle Time (AHT) and improving First Call Resolution (FCR).
Furthermore, it follows that when a company can reduce AHT and FCR, it can significantly improve the call center agents’ productivity. For instance, an agent can handle an average of 20 customers in a day.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
If you have implemented an interactive user handbook, this number could be doubled. This means to say that an agent can handle an average of twice as much his or her average number without the software.
This is significant in many cases especially when a company has to deal with more than hundreds. It also helps when your company has no enough number of call center agents.
When you reduce the AHT and FCR through the use of an interactive user handbook, not only that you can improve the productivity of the company but you can also make sure that your consistency is maintained throughout.
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