It is always a challenge for businesses to resolve issues and answer customer concerns. This is the reason technology has paved the way for a troubleshooting handbook software to be developed.
If you want to make sure that your agents can resolve customer issues the first time, you should consider implementing a troubleshooting handbook software. This software will gather all necessary info related to the issue and display it on-screen.
The call center agents then integrate the information to the previously implemented script. Thus, the troubleshooting handbook software allows an increase in the first call resolution or FCR.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Moreover, the software is also able to reduce the average handle time or AHT for call center agents and the waiting time for customers. It functions as a data gathering software, which will help in the walkthrough process. So, instead of just allowing the customers or your agents to sift through hundreds, possibly thousands, of articles in your knowledgebase, you are now able to find all relevant information on-screen.
It is now your agent’s responsibility to consolidate the information and efficiently relay the information to customers. This does not only increase the FCR rate or reduce the AHT but will also help in increasing the productivity of call center agents.
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