Category: Troubleshooting
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Increasing First Call Resolution with an Interactive Computer Handbook
Customer support metrics are not new in the field of call center industry. However, the first call resolution or FCR is still one of the key elements because it is the primary indicator of a business’ efficiency and effectiveness in resolving customer issues. This makes the interactive computer handbook extremely essential in increasing first call…
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Reducing Average Handle Time through a User Booklet Software
When it comes to customer support workflow, a user booklet software is extremely useful by allowing your agents to be more flexible and productive. Scripts implemented by call centers are sometimes too defined that agents will sound scripted and does not offer fast resolution process. The user booklet software, on the other hand, provides a…
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How To Create An Effective Troubleshooting Guide That Fixes Problems
Errors and technical hitches are normal when using electronic devices. Errors can occur due to input of a wrong instruction or perhaps the device has a technical problem. For this reasons, companies specializing in electronics need to come up with a plan on how to solve these issues. Writing an effective troubleshooting guide help customers…
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Creating Troubleshooting Guides That Reduce Customer Complaints
Handling customer complaints can be very challenging to customer support staff. Besides having to listen to customers, one is required to provide exactly the answer that will satisfy the customers. And since customers are very hard to please, one has to be completely perfect and good at what he or she does. Providing customers with…
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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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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 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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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…
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The Troubleshooting Process: A Walk Through
The troubleshooting process can be a confusing concept to comprehend. There is a process to solving any problem and many times skipping a step can result in failure to resolve the conflict. Here is a brief overview of how to conduct a successful troubleshoot: Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting &…