Agent productivity can be more difficult to attain then consistency. This is due to largely in part to call center agents being extraordinarily efficient and performing optimally in every instance.
While consistency calls for a repeated attempt to provide customer service and resolve complaints, productivity stakes a higher claim: superior results that foster progression. Average handle times, customer satisfaction scores and a first call resolution rates are just a piece of the puzzle. Here are some great ways to help agent productivity prosper in the call center:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Step-by-step call flows with a comprehensive troubleshooting applications can help agents raise productivity. With all the pitfalls such as disgruntled customers, fatigue and lack of experience, a step by step call flow or call center script can help agents deliver in the clutch. A well versed call center script can raise agent productivity and raise the level of customer care that agents provide. A Yonyx AGI solution is a great additional resource to maintain productivity.
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