An interactive user bible is extremely useful for any business particularly the call center business. However, only a few call center businesses have mastered the art of implementing it successfully to harness its true power in increasing a business growth.
So, if you want to master the art of using an interactive user bible for your call center business – remember the following factors –
AHT reduction: What is AHT reduction? AHT stands for average handle time that an agent spend on each customer he or she handles. A successfully implemented interactive guide will help reduce this time, which will increase the agent’s productivity in more ways than one.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
FCR improvement: The FCR, on the other hand, stands for first call resolution. This is very important because it helps build your reputation and credibility. When customers call you and you’ve resolved it right away, there is no need for them to call you back. This further means you’ve increased the customer satisfaction. When you’ve increased their satisfaction, you’ve gained their trust.
Agent productivity: By implementing an interactive user bible successfully, you’ve empowered your agents with the right tools and call center software that will lessen their workloads. This means that they will be more productive, which could mean more business for you.
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