Category: Automate Support
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Interactive Troubleshooting Handbook Generates Productivity
When it comes to an interactive troubleshooting handbook, it is extremely useful to include colors and pictures in the equation. This is because colors and pictures are easy to look at and relaxing in more ways than one. This way your call center agents will enjoy using them. The illustrations are helpful in a way…
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Learn How To Reduce AHT In A Call Center In This Post
Call centers use average handle time to weigh performance and general efficiency. Average handle time is the time an agent takes to handle calls answered within a period of time. It is simply the time agents take when receiving a call to attend to a customer. Yonyx enables organizations to create decision tree driven interactive…
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Interactive Software Guide | Allowing Agents Sound Natural
When it comes to running a call center business, there are times when you are required to have scripts regardless whether an account is inbound or outbound. It doesn’t matter either way because a script is the agent’s point of reference. However, customers don’t like to hear agents who sound “scripted.” This is the reason…
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Reducing the Average Handle Time with Interactive Software Handbook
What’s the most essential thing that call center agents must always bear in mind? Time is valuable. Yes, indeed – time is of the essence when handling customers of all kind. If you want to cater to a large number of customers and make the agent’s job easier, there is every need to reduce the…
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Interactive Software Guide | Improving the Consistency of Your Agents
In many ways, the work of a call center agent is extremely mundane and ordinary yet there is nothing ordinary about the repetitive task – it is annoying to say the least. And, agents are always subjected to this on a daily basis. However, despite the repetitive tasks they have to perform, you can improve…
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How High First Call Resolution Percentages Are Crucial
In customer service, representatives and organizations a like are inundated with complaints and concerns in need of constant resolution. A high first call resolution percentage is crucial and is the prime indicator of poor or quality customer service. If a business can resolve conflicts quickly and properly, the rapport with the customer can be sparkling.…
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The Good, The Bad and The Ugly: Poor Customer Service (Part 3)
Multiple forms of customer service have been highlighted in previous articles. This mini-series will now reach it’s climactic conclusion. However the resolution is not a symphonic coda, it is a composition of discord. An overview of the most chaotic form of poor customer service, that is sure to alienate any customer who cross paths with…
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How To Raise Your Company’s CSAT Scores
Raising the bar is what every business strives for. It begins with superior customer service. A high CSAT score is a great measurement of the quality of customer service that any company provides. The best businesses raise this score as they strive to raise the bar. Here is two ways to raise the vaunted CSAT…
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How A Virtual Self-Service Manual Can Be A Great Asset
Virtual self-help service manuals are the new trend storming the information superhighway. These electronic inventions have been a wonderful resource for companies that find themselves flooded with numerous complaints and conflicts in need of resolution. The virtual self-help service manual can reduce long waits and create a thorough and articulate database of information, to…
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CSAT Scores vs. High FCR – Which Do You Prioritize?
Numerous articles examine the importance of both CSAT (customer satisfaction) scores and high FCR (First-Call Resolution). There are various strategies that will aid businesses in achieving both. However, many times businesses and corporations find themselves at a crossroads. Sometimes, one of these has to be a priority, a primary objective. The other facet has to…