The agents’ answer leads to the next question (or step) in the procedure. It uses a question and answer format so agents interact with the software by clicking on their answers. Interactive workflow articles walk agents through a procedure step by step.
With standard articles, you can also include images and screenshots to show employees what to do. Content authors use bolding, indentations, and other design elements to communicate instructions. Instructions are laid out on a page from left to right. Standard articlesĪ standard article is a call flow that is designed like a traditional Word document. 🔍 Related: Call Flow Diagram Tools: Pros and Cons of the 5 Best Flowchart Tools 2. Different shapes represent decision points and actions. With a flowchart, you use shapes and arrows to lead an agent through a procedure. FlowchartsĪ flowchart is a visual way to present your call flow to your agents. The three different call flow designs are: 1.
Depending on what type of call flow you want to create, you may need separate call flow software to create those call flows. When you write your call flows, there are three different options to design your call flows. A call flow helps agents handle calls efficiently and effectively so that calls aren’t drawn out. With call flow software, you can write procedures and step-by-step guides for your call center agents to use on calls. You create design trees so that your agents know what to ask, say, and do. Then it requires you to export the call flow you’ve created and upload them to an email or shared drive to share them with your customer service team. Sometimes call flow software only allows you to create call flows. Summed up, it is call center software dedicated to writing call flows and scripts. What is call flow software?Ĭall flow software is a system that allows you to create your call flows as well as share them with your call center team so that they can follow them to handle calls. Hopefully, this list helps you find which software you want to investigate further for writing your call flows. However, I’ve put it at the end so you can review other software. Then I’ll share five of the best call center software for writing call flows and scripts.įull disclosure: As a ScreenSteps employee, I’ve added ScreenSteps to this list. There are many ways to write call flows and some are more efficient than others.īelow, I’ll first explain what call flow software is and the different types of call flows you can design for your call center. Today, I hope to help you in your search for call flow software, the call center software used for writing and sharing call flows and scripts.Īt ScreenSteps - a knowledge base software company that operates much like a call flow software - I’ve seen the different approaches to documenting call flows. There is software to write procedures, call flows, and scripts. There is software for actually answering and distributing the calls to agents. There is software to track performance metrics. That’s because there are so many options for call center software and each software covers a different aspect of the operations. Researching call center software is challenging.
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