Most of us experienced waiting when we call customer support. If you’re running a call center company, you might want to make changes so that the waiting time is greatly reduced and the productivity of your company is enhanced. This is what the troubleshooting handbook software can do to assist your agents in dealing with customers’ issues.
What can a troubleshooting handbook software do for you?
- Reduce the Average Handle Time (AHT)
- Increase First Call Resolution (FCR)
- Increase productivity of your agents
- Promote consistency in overall support service
You can get these benefits and more when you implement a software that can assist your agents in resolving issues as well as concerns and inquiries from customers.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
As mentioned, the troubleshooting handbook software can reduce the Average Handle Time, which means to say the waiting time is also greatly reduced. The software will pull out all the necessary data and information from your comprehensive knowledgebase and presents it in a single streamlined process on-screen so your agents can free-wheel on the call scripts making them sound more natural.
The call script can then be modified immediately so others can use it especially when faced with similar or the same customer problem. This leads to an increase in First Call Resolution, which is very important in a call center company.
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