Many of the call center companies nowadays have been implementing interactive telecom handbook mainly because of the many perks that they can get from it. The interactive telecom handbook is a kind of application that does the following –
- Pulls out all relevant information or data pertaining to the customer’s call
- Displays the information on-screen for easy and convenient access
- Allows editing of the entire information by multiple authors so that it becomes available to all agents using the same data
There are still a lot of things that the interactive telecom handbook can do and it is important that a company should take full advantage of it in order to be at par with industry standards.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Also, it is important to mention that the software also have many benefits including –
- Improves the consistency of call center agents brought about by the multi-authoring capacity of the information
- Improves the productivity of call center agents secondary to faster and easier resolution process since the information is already readily available.
- It allows seamless and smooth step-by-step call flow
- It also lessens the Average Handle Time (AHT) that the call center agents will spend on the customers they handle
- It increases the rate of First Call Resolution or FCR hence customers don’t have to call you again for resolution
As you can see, there are many things that you can get from implementing a useful tool such as this software.
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