User Guide Software | Go Beyond the Predefined Rules of Call Centers

by | Apr 18, 2014 | Automate Support, Customer Support, Knowledgebase

A user guide software has revolutionized the process of resolving issues in many call center companies. It integrates all necessary applications for agents to access on-screen. It allows agents to have a guide when customers call instead of relying on the predefined rules set by call centers.

Redefining rules with user guide software

Redefining rules with user guide software

Agents will no longer sound scripted and they can go beyond the call scripts provided to them. The implementation of a user guide software switches the support workflow into seamless processes that agents can handle and follow more effectively.

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

As a result, agents can become more productive than they were following the traditional call scripts. The user guide software works by dynamically guiding the agent through the resolution process. It pulls out the relevant information as directed by the current issue the customer is facing.

The data pulled will then be integrated on-screen so that the agent can efficiently walkthrough the customer on the resolution process. After the call, the software will then collects all information and creates documents or emails as deemed necessary. It can even create a report that you can analyze for future use.

The user guide software automates call center processes and workflows so that agents can resolve issues faster in the most accurate and precise manner.

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