Reducing the Average Handle Time with Interactive Software Handbook

by | Apr 15, 2014 | Automate Support, Knowledgebase

What’s the most essential thing that call center agents must always bear in mind? Time is valuable. Yes, indeed – time is of the essence when handling customers of all kind.

Interactive software handbook reduces handle time

Interactive software handbook reduces handle time

If you want to cater to a large number of customers and make the agent’s job easier, there is every need to reduce the average handle time. You can do so by implementing an interactive software handbook.

The interactive software handbook allows your agent to automatically pull out information regarding customers and the current issue they are facing. Instead of browsing through hundreds to thousands of articles from your comprehensive knowledgebase, call center agents can get the information they need with a few mouse clicks.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.

When customers call, your agents can handle them automatically and can resolve issues a lot quicker than the traditional way. As a result, it significantly increases your agent’s productivity and reduces the average handle time for each customer they deal with.

The interactive software handbook gives call center agents exactly the information they needed to answer customer inquiries or other concerns without depending on call center scripts. This way, the experience becomes more personalized and can sound more natural.

If you want to reinforce the growth of your business, utilizing a software guide would be a great option.

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