What makes customer service agents productive? Knowledge base. Some may argue that there are different methods. Some say professionalism and courtesy are key. Others claim that useful automated support tools such as decision-driven guides and comprehensive API are the answer. What makes bad customer service? Those precepts are more clarified. One of the worst forms of customer service, is incompetence. Knowledge base integration can assist in enhancing CRM:
Incompetence has always been a common demise for many. From a customer management perspective, incompetence is humiliating. Any call center agent or customer service representative of must know the basics.
This can be prevented with an extensive use of knowledge base. In fact, Yonyx can incorporate comprehensive APIs with multi-layered nodes providing the right answers at the right time. This can be a great training tool or resource for novice agents. Sadly, many point the finger initially at the call center agents. Knowledge base driven CRM and help-desk style scirpts ease this burden. Cure the epidemic of incompetence by utilizing what is in the back pocket, knowledge base.
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