Category: Customer Support
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Interactive Computer Booklet | Having a Standard Workflow
A call center company has to provide a script to agents so when they interact with the customers they would know what to say. But to rely solely on a script, a company risks getting low rating because customers tend to know the agents are scripted. Customers call because they needed assistance for something and…
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Win Customers With Effective Software Installation Manuals
Winning customers for a business means something big. An increased customer base benefits a business in many ways, for instance increased sales and revenue. However, winning customers is not a very easy task. There are unique things and strategies that a company needs to evaluate in order to succeed. Offering software installation manuals is a…
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How Average Handle Time (AHT) increases CSAT
Average handle time is a another great way to improve CSAT scores. In fact, the lower the AHT, the higher the CSAT. This mathematical relationship is defined as an inverse dynamic. Average handle-time is defined as the amount of time it takes for a customer service representative to take a call and handle the problem…
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Exploring The Relationship Between AHT and FCR
Perhaps they are the power couple of customer service: Average handle-time and first call resolution. Combined they procure a superior and elite customer service experience for consumers everywhere. A short average handle time with a high first call resolution rate will earn any business the reputation of being a leader in stellar customer service. Yonyx…
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How To Increase Consistency With Call Center Agents
Along with improving productivity, is the need to increase consistency. Call center agents can be stellar in one scenario, yet falter in another. This type of variability is defeating. Although, CSAT scores may increase from positive experiences, the negative ones may be counterproductive and even more depleting. Inconsistency will not assist with first call resolution…
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How Virtual Self-Service Manuals Pay Dividends
Virtual self-service manuals can provide a unique and interactive way to troubleshoot any possible or persistent conflicts. Virtual self-service manuals can be a wonderful asset to your business. Help-desk style user manuals can reduce your need for a customer service team and as a result diminish overhead. Yonyx enables organizations to create decision tree driven interactive guides…
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How Multimedia Flow Charts Can Raise CSAT
Multimedia flow charts have a variety of uses and are one of the best customer service tools that can be offered. Besides educating customers on products and services, multimedia flow charts can raise CSAT scores. Many consumers find multimedia flow charts fun to use and adept to solving a wide array of problems and conflicts.…
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How Multimedia Flow Charts Lower AHT
Multimedia flow charts, they are the evolved form of the visual flow chart. Instead of a basic graphic that outlines a course of action, multimedia flow charts will travel along journey with you, guiding you every step of the way. It is no wonder that multimedia flow charts are a trending hot commodity in customer…
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Call Center Etiquette 101: How To Deliver Quality Service
What are some of the important things to do and not do in the virtual call center…sadly this is a subject that is rarely discussed. Etiquette is essential to delivering quality customer service. However, many call center agents and representatives seem to forget the importance of being polite, courteous and observing decorum. Although, self-help desks…
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Where First Call Resolution Can Matter Most
First-call resolution, for many customers and organizations this is a vague term with a fleeting opportunity for attainment. However, first call resolution is none the less important for businesses hoping to form rapport with their clients. There are specific industries where first call resolution is specifically needed most. Two of these industries are internet/cable service…