Understanding the Need for the Use of an Interactive Software Manual

Many companies nowadays need to adapt newer and fresher solutions to improve productivity and further grow business. This is especially true if you’re running a call center. This is the reason an interactive software manual is introduced in the market.

Reasons to implement interactive software manual
Reasons to implement interactive software manual

Why is there every need for call centers to use an interactive software manual?

Agents require to have ready answers when customers call. Call center agents need to have the skills necessary to guide customers when they have issues or concerns. The interactive software manual will pull out the required information so that your agent can answer customers almost immediately.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Agents need to be consistent. In order to become successful and be more productive, call center agents must adhere to a consistent system. The software will offer the consistency you need as it pulls out the same information from your knowledgebase regardless of how many times it has been repeated.

Frequent change to interaction rules. Implementing an interactive software allows you to minimize any changes made to interaction rules your agents are making to customers.

Track the calls made. If it is necessary for you to track what happens during customer calls then a software manual can help you achieve this. It can generate reports that you can monitor so you can make further improvements later on.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree