The Kill Guide for Contact Center Zombies. Pick the zombie you encounter most and learn to eliminate it.

Transcription

1 The Kill Guide for Contact Center Zombies Pick the zombie you encounter most and learn to eliminate it.

2 YOU LL NEED MORE THAN PHONES TO WIN THIS FIGHT. You ll need courage, knowledge, skill, resources, and nerves of stainless steel. Whatever you may lack now, we re here to supply. Read on and worry not we ll get you ready. 1

3 CURING & CULLING The Unskilled Zombie This is likely the only zombie you ll meet that you should try curing before killing. If you can get close enough to scrape off the crust around its eyes, you ll be able to tell if there s hope left. If the eyes are dark, then death is the next step. If they still have color, get it under the knife (easier said than done) to extract the ocular virus. The weaknesses of the Unskilled Zombie include clearly defined expectations, accountable agents, and regular one-on-one training. Use our Coach Contact Report to empower trainers and supervisors to train agents using real-time insights about the elements of their performance that matter to customers. Combine your internal performance metrics with customer experience metrics to refine training and e-learning to create a more skilled team. A great preventive measure is to create a contact center environment where agents feel valued by seeing how their experience and viewpoint drive positive change within the organization. Take that big zombie-stopping leap and run a Voice of the Associate Program. 3

4 HARPOONING The Unresolved Zombie You d be wise to listen to Master Yoda, because when it comes to killing this zombie you do or do not there is no try. Failed attempts at a killshot put a target on your back that you won t enjoy. These zombies will carry your wounds and forever seek your destruction. Because the zombie virus is so well entrenched in their enlarged brains, an expertly placed harpoon is about the only safe bet. Their weaknesses include straightforward communication and a well-trained ear. Your harpoon should come in the form of an easily accessible closed-loop system, like our Incident Management application. Use our Coach Contact Report as a failsafe for training and incenting agents to improve first contact resolution. 4

5 BLITZING The Hold Zombie Everyone is all too familiar with the Hold Zombie. But how do you take it on? Contact center leadership has been battling this foe for more than a century now, and they ve created some pretty nice solutions, including Web-based channels and self-service options. IVR has helped in some cases and hurt in others, depending on how smart the call routing is and how strategic the staffing measures. That s where a good Text Analytics attack can help. It ll improve the intelligence and strategy of your anti-hold Zombie campaigns. Rather than just tracking patterns, you can pair them with customer comments that reach the root cause behind spikes in call volume for providing a smarter plan to staff and route each inbound contact. Even Incident Management will give you greater insight into hold-time anomalies as well as the power to make amends to a customer who was affected by a Hold Zombie you failed to contain. 6

6 FIGHT! ENGAGING IN HAND-TO-HAND COMBAT The Churn Zombie No mass warfare here. Churn Zombies are best taken down one at a time. In packs, they re near invincible, but when approached solo, they can be the easiest zombie kill you ve ever made that is, if you re willing to get your hands dirty. They shrink from the light of the human eye and the sound of the human voice. Some accounts have them actually dying upon hearing their own name. The closed-loop recovery system, Incident Management, works well with these Turncroaks mainly because it tracks single encounters with an individual focus. The lesson is clear: Whether it s an inside agent or an inbound customer, an ability to engage them personally and responsibly is the path to getting in close for the victory. 9

7 DECONSTRUCTING The Unstructured Zombie As an intelligent zombie (the bar on intelligence is set pretty low for zombies), these guys can t be offed without some stellar decryption equipment. Without good Speech-to-Text and Text Analytics, their indecipherable words and whispers will drive you to the brink of insanity. Once you invest in top-of-the line analytics models that automate the understanding of all comments, your Unstructured Zombie problem will go away, because you ll have knowledge to solve any issue at its roots. 11

8 CONTAINING The Omni-Zombie A near indestructible zombie, the Omni-Zombie has only one known weakness: itself. Your only hope of ridding your contact center of these unholy creatures is to set a trap of sufficient size and strength to contain them. Once they re centralized in one location, they will turn on one another, essentially doing the dirty work for you. In today s contact center, that means turning to a silo-proof data solution like the InMoment Experience Hub, which centralizes experience data regardless of source or format phone messages, chat transcripts, social conversations, s, agent notes, etc. to provide a view into the holistic customer journey, not just individual transactions. 12

9 CONGRATULATIONS, YOU ZOMBIE-HUNTING FOOL! YOU RE MENTALLY PREPARED FOR ACTION. ZOMBIES GONNA WISH THEY D NEVER BEEN REANIMATED. Just make sure to reference our Anti-Zombie Weapons Checklist to arm yourself properly before running off to battle. 15

10 Contact us Phone North America: International: +44 (0) USA 310 East 4500 South, Suite 450 Salt Lake City, UT International One Victoria Square Birmingham, UK B1 1BD Canada 2121 Argentia Road, Suite 200 Mississauga, ON L5N 2X4

11