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7 Call Center Analytics You Must Measure
Every call to a contact center includes details such as the length of time the customer waited, the clarity of the agent’s explanation, and whether the issue was resolved. These details are more than numbers; they are indicators of the customer’s overall experience. Companies that pay attention to them see real results: quicker resolutions, stronger…
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Using a CRM Knowlеdgе Basе
A CRM softwarе (Customеr Rеlationship Managеmеnt) knowlеdgе basе is a cеntralizеd rеpository of information that hеlps businеssеs managе customеr data, intеractions and support procеssеs morе еfficiеntly. By using a knowlеdgе basе, companiеs can providе quickеr, morе accuratе rеsponsеs to customеr inquiriеs, еnhancе thе ovеrall customеr еxpеriеncе, and strеamlinе intеrnal opеrations. Why You Nееd a CRM…
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Cloning Embedded Forms
Yonyx Commands are embedded forms containing various data capture elements, which can be embedded within individual guidance steps of an interactive decision tree. Some of these Yonyx commands can be quite elaborate and consist of multiple form elements. See an example below: The Yonyx Command above is a form that an agent can fill out to…
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Yonyx Chrome Extension
Yonyx Chrome Extension enables internal users to access interactive decision trees from an adjustable side panel, thus enabling a split screen view. With the Yonyx Chrome Extension, agents have the capability to navigate through Yonyx guides interactively, step by step, within a side panel. Meanwhile, the main panel can display multiple applications, each in its…
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Decision Tree Maker
What is a decision tree maker? A decision tree maker is a software tool that helps authors make a decision tree for visualizing customer interactions as interconnected pathways of branching nodes. Each node can incorporate embedded call scripts, images, videos, or customizable forms. These decision trees assist call center agents in adhering to step-by-step processes…
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Google Sheets Integration with Decision Trees
Interactive decision trees are used to create cold calling scripts that guide call center agents. Authors use decision tree maker tools to create step by step instructions for call center agents to follow. The integration of Google Sheets with decision trees helps with personalizing call scripts at each step and recording important data collected during…
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Make a Decision Tree
In the fast-paced world of customer service, quick, consistent and accurate decision-making is a critical requirement that can make or break the customer experience. Decision trees serve as powerful tools for both call center automation and users engaging in customer self-service, providing a structured framework for navigating through various scenarios efficiently. As such trees grow…
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How to make a decision tree?
An interactive decision tree is a visual tool that helps call center agents by mapping out customer interaction pathways. Agents use such trees to guide them through business processes, thus providing a structured approach to resolve issues efficiently and choose the next best action based on the circumstances. In this article, we’ll walk you through…
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Lines of Business in Yonyx
A Yonyx Customer is assigned a distinct subdomain, such as https://customer.yonyx.com/. Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs) and is setup with two LOBs to begin with. These two LOBs are called “Self Service” and “Customer…
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Search across a Decision Tree
Authors create decision trees for customer self service, cold calling scripts for sales teams, or for troubleshooting guides for call center automation using the Yonyx platform. As the business processes get more complex, authors want to be able to search across a decision tree to efficiently manage and update the decision tree. By using a search feature with flexible criteria,…
