How can a business improve the productivity of call center agents? Using interactive telecom manual, this can help improve call center agent productivity considering that it is a tool allowing easy access to the entire knowledge base with any type of topic, query, issue or problem that the customers may be presenting during the call.
However, in order for the interactive telecom manual to work, the knowledge base must not be anything but top notch, well-written and organized. There should be well written titles, good content and useful enough for the call center agents to use.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
How does the interactive telecom manual works?
The software will pull out all relevant articles, media, step-by-step guide and other content related to the customer’s issue, problem or question. The content is then displayed on-screen for easy reading and access. With the information already at hand, the agent can now relay the information well to the customer in an organized and timely fashion. There will also be embedded links on the content, which will allow your agents to deliver seamless call flow.
If the call center agent is able to answer the query, issue or problem fast in an efficient manner, you can expect your business to improve over the years considering that the productivity of your agents are improved. Therefore, you must take advantage of the Yonyx platform so that you will reap the benefits in the long run.
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