A call center company is not going to be successful if it doesn’t embrace newer technology as the industry demands. One technology that every business must adapt is the implementation of an interactive user guide. It is specifically helpful in call center industries because of the following things –
- Reduction of Average Handle Time (AHT)
- Enhances the First Call Resolution (FCR) process
- Improves the call center agent’s productivity
- Maintains consistency throughout the entire business
- Increases your company’s CSAT (Customer Satisfaction) scores
With an interactive user guide, you can gain all these benefits and more! Even though all of these benefits are interconnected with each other, these benefits are longer lasting. In fact, it is for long-term rather than short-term benefits.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
As time go by and as you deal with hundreds of customers, your knowledgebase will be filled with useful information that the software will pull out upon a customer’s call. This made the resolution process or the walkthrough to solve the problem or issue a lot easier and more convenient for both the agent and the customer.
There will be no wasted time because as the customer states out his or her complaint the agent can immediately find information regarding to it and give out a working solution.
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