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Panto time! is your contact centre the fairest of them all?
Wednesday, 12 December 2018

Does it feel like it's panto season in your contact centre every day? If so, then you need to find a fairytale ending — by taking a seat for 'Snow White and the Seven Personas' ...

Panto Snow White 900

Most people head to the pantomime to escape from relatives or cabin fever over Christmas and New Year. But spare a thought for contact centre staff who spend their lives dealing with the daily boos and hisses of customers, while enduring slapstick, comedy and farce.

So what's going on? There's one panto story that springs to mind — with a twist. We call it 'Snow White and the Seven Personas'. Grab some popcorn and watch what happens...

(If we had a magic wand that made your screen go all wobbly and transported you to a magical kingdom far away, then this is when it would happen.)

Act #1: Ousted from the palace
In our story, the customers are on the throne. However, an arch villain has cast a spell over them all. Everyone is terrified of a wicked witch called Soaring Expectations.

With her retro outfit, Snow White doesn't stand a chance. Once upon a time, her contact centre was the fairest of them all. But now she's shunned. "Your best days are behind you," people shout.

She's noticed that customers aren’t buying as much, they’re abandoning their shopping baskets, hanging up rather than waiting to speak to someone and not returning as often.

Snow White's team are pulling their hair out trying to navigate between different systems to get the information they need to deliver a slick customer experience. It all takes too long and the customers won’t wait. Everyone complains.

Our heroine feels like running away to a dark forest and never coming back.

But there’s hope.

Act #2: Winning new friends

In the classic fairy tale, Snow White's fortunes change when she makes friends with a bunch of quirky characters. In our tale, she encounters Seven Customer Personas.

If she wins them around, her nightmare will end. So let’s meet them…

She really doesn’t like speaking to anyone and would prefer to sort things out for herself. So IVRs are helpful and natural language speech recognition lets her use her own words, Chatbots give her the information she wants, and automated payments leave her in control. Oh, and she wants to do all this at any time of day – or night.

Contact Centre Selfie Customer

He doesn’t really get on with technology and so likes to speak to someone instead. He can get confused with IVRs and menu options, no matter how sophisticated or simple they are. But he’s happy with a telephone or a Web Chat service because he’s engaging with a real person.

Contact Centre Needy Customer

He's so busy and always on the move, changing channels whenever he wants to – from laptop to tablet or a phone, then moving to Web Chat, Messaging, Social Agentgent, Email or Self-Service.He expects your systems to know what he’s been asking about, wherever you engage with him on his journey.

Contact Centre Switcher Customer

He's a techno-nut who likes to use the latest anything, whether it’s any device, eWallet payments, voice control or biometric authentication. So, he's going to need the very latest technologies – something that provides customer engagement or secure payment solutions all in one place, and he'll expect the latest channels to be available - fast.

Contact Centre Trendy Customer

This one is fastidious about her data and is aware of card fraud. She wants secure payments. So, when it comes to paying for things, she wants to be reassured that no one can see or hear her card data — or risk it being stored anywhere on systems or call recordings.

Contact Centre Careful Customer

She wants answers immediately. She's a nightmare for contact centre agents who are trying to do their jobs with a jumble of different systems with different logins which all cause delays. If only agents had a unified desktop to bring it all together – what a difference that would make to Restless.

Contact Centre Restless Customer

Just recently, the contact centre has had a few technical issues — which sent this person into a tailspin, worrying about whether he'll lose all his data and account access. The trouble is, he knows the support for his contact centre technology is coming to an end and the vendor is trying to force him to upgrade, even though there's no need. He really needs affordable third party support to step in and fix all the annoying bugs and keep it going for longer!

Contact Centre Customer Who Panics


Act #3: Claiming the kingdom

Carried shoulder-high by her seven friends, Snow White returns to the palace.

But she's not alone. At her side is a handsome prince with all the tools and skills to do her bidding instantly — and face down her enemy.

With his help, Soaring Expectations is magically transformed from a wicked witch into a happy princess. The citizens of the land swear undying loyalty ... and all is peaceful in the kingdom.


Taking a bow...
What's the moral of the story? Well ... if you love your seven customer personas and give them what they’re expecting, then your contact centre will live happily ever after.

To do that you’re going to need the help of a handsome prince, a leader in contact centre technology solutions ... someone just like Eckoh. With Secure Payments, Omnichannel, Self-Service and Unified desktop solutions as well as renowned Third-Party contact centre support, we can rescue your contact centre from turning into a poisoned apple.

We don't see ourselves as the stars of the show ... that's your role. We're the helpful stage-hands in the background, looking after the lighting, props and special effects.

To find out how we can transform your customer engagement, so everyone can live happily ever after  get in touch

Download the Infographic as a reminder of our 7 Personas.

About the Author

Claire Lynam

Claire Lynam

Marketing Manager

Claire is a professional marketer with 30 years experience in marketing, communications and PR, creating content and collateral that resonates with an organisation's audience. Having worked in multi-national companies and SMEs, Claire has expertise in creating messaging that works for both B2C and B2B markets. 

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