How do you empower your agents? Is it only by providing them with a comprehensive knowledgebase? Is it only by providing them with scripts by which they should adhere to? The best way to empower agents is to provide them with technology or application that will allow them to gain easy access to knowledgebase and craft their own script so that they can have seemingly natural conversations with clients.
The interactive telecom guide is one great example of such technology that you can use within your company. So, what can an interactive telecom guide do for you?
Increase the productivity of call center agents. Of course, when you implement a system that will allow your agents to gain easy and fast access to your knowledgebase, they can be more productive and efficient in resolving customer issues. They don’t have to manually search from your database the solutions or information related to the concerns presented by the customers.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Improve the consistency of call center agents. Technology such as an interactive telecom guide can be multi-authored. This means that several agents can edit or make notes on the information, which will be immediately available to all other agents that are using or going to use the same information. When this happens, the process of resolution is the same throughout the department
An interactive telecom guide makes things easier and faster for you and your agents. Empowering your agents means empowering the entire company and increasing your competitiveness within the market.
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