If you want to ensure seamless workflow using an interactive computer handbook, you should write content for your knowledgebase properly. This ensures that the step by step call flows become consistent and smooth. Writing content for your knowledgebase must be done the right way and make sure that all inaccuracies are corrected so that when call center agents answer a customer’s call – the resolution process would be faster.
In fact, the interactive computer handbook with the right content can ensure First Call Resolution, as well. So, how do you write the content so it works well along with an interactive computer handbook?
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Begin with the title. Call center agents will base the content on its title. The software pulls out information and will base the task according to its title, as well. The content title must give an overview of what’s inside so that the data put on-screen will be precise and accurate at the same time. This follows that the content can answer whatever issue or concern that the agent is currently resolving.
Accurate information. Make sure that all contents have accurate information. Any lapse in this aspect can lower the rate of First Call Resolution, which may increase the number of repeat customers because you have not resolved their issues for them.
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