How can you maintain the level of productivity in a call center company if call center agents are already getting frustrated? The solution to this problem is simply through the use of an efficient customer service manual software, which will handle things almost automatically.
Nonetheless, the following things can also reinforce the function of a customer service manual software –
Agent motivation. There is nothing more frustrating than working in an environment where motivation is nil – or less if there’s any. You should always motivate call center agents since they are the ones who are going to use the customer service manual software.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
In fact, they are the primary pilot and the software – as the co-pilot. The software will not work alone but instead will rely on the skills of agents. It will only pull out relevant information and place them on-screen while the agent relays the information to the customer. Keep agents motivated and you’ll have more productivity than you can imagine.
Offer agent training. This is not an option but a must. Before you get an agent on the driver’s seat, make sure that he knows how to drive already. You shouldn’t make the mistake of assuming that an agent can learn on the way.
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