Category: Customer Support
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Don’t Let Call Center Reps Slip Through The Cracks
Training and guided instruction can always make call center agents more productive, still it is all for nothing if their performance suffers regardless. Overall wear and tear, as well as a lack of knowledge can make agents all the more regressive in taking on tasks and fielding calls It is important managers and facilitators take these…
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Learn To Empower Your Entire Team To Help Your Customers
One of the biggest benefits of having most of your customer support online is definitely the flexibility it gives you and your entire team. You can talk with customers and solve their problems but it’s critical for you to empower your team if you want to turn your organization a success with customers. Why take the…
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The Ongoing Struggle Between FCR and CSAT
It is paramount for businesses to strive to achieve both high CSAT (customer satisfaction) scores and high FCR (First-Call Resolution). Some scratch their heads trying to devise a new way or trendy method to make this happen. Others resort to antiquated strategies. For some, businesses find themselves diverged in a yellow wood meeting a fork…
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Installation Bible Software | Constant Update to Improve Solutions
Implementing an installation bible software allows you to get constant update to your comprehensive knowledgebase. Because of this, it is now possible for you to reduce operational costs and ultimately improve your ROI or return on investment. How can an installation bible software help your business? Reduces call center agent workload. With a well-implemented software,…
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Utilizing a Troubleshooting Bible Software to Improve FCR
A lot of successful call center companies are not too concerned about their current statistics related to FCR or First Call Resolution. Instead, they focus more on achieving a positive customer experience and higher rating in customer satisfaction. In order to do this, they utilize a troubleshooting bible software as one of the strategies in…
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Interactive Bible Software | Quantitative Measurement of FCR
When you implement an interactive bible software, you are greatly enhancing your chances at achieving FCR or First Call Resolution, which is a core element in a call center business’ success. However, the quantitative measurement of FCR will take a lot of work. Knowing how important FCR is to your company will not be enough.…
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Importance of FCR and Interactive Computer Bible to Your Success
First Call Resolution or FCR and positive customer experience are two interrelated elements when it comes to running a call center business. They are directly proportional, which means that when FCR increases obtaining a positive customer experience also increases. However, it is also true that when one decreases the other also decreases. In order to…
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How to Ensure First Call Resolution with Installation FAQ Software
An installation FAQ software is one of the most powerful tools that can help a call center company increase First Call Resolution or FCR. This ensures success in FCR along with a string of other things that will make a company become more efficient and effective in resolving issues correctly the first time. Yonyx enables…
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Efficient Reduction of AHT with Troubleshooting FAQ Software
In a lot of call center businesses, the Average Handle Time or AHT is one of the key determinants on how efficient the contact center is. The AHT is readily available as well as easy to measure. However, reducing AHT is almost impossible if the call center company does not embrace powerful tools available in…
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Improving Consistency of Call Center Agents with User FAQ Software
There are many things that technology can do for us today including making our lives easier and more convenient. The same is true when you are running a call center business. Technology provides several solutions to improve productivity and consistency in all processes and operations involved in your business. One of such technological tools include…