Whenever there is an issue of handling customers, you can immediately counter this if you have implemented a user bible software successfully. This is important especially if you are in the call center business industry – regardless whether you’re the owner or the call center agent.
What makes a user bible software special for call center use?
It allows call center agents to gain access to a comprehensive knowledgebase. Instead of browsing through hundreds or even thousands of articles each time, call centers can now make use of a user bible software to collect only relevant information that the agents can use.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
It lessens the average handle time (AHT) on each customer dealt with. Naturally, if a company has the software ready for use and it is already functioning as information gathering technology, it lessens the time that the agent will have to spend on each customer he handles. This is because the information is already available with a few clicks.
It improves the rate of first call resolution (FCR). What is FCR? FCR or first call resolution simply means the resolution process has been effective the first time that there is no need for the customer to call you again. This means that the issues, concerns and queries have been answered correctly and satisfactorily the first time.
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