Posted inExperience Portal
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' ...
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…
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.
Download the Infographic as a reminder of our 7 Personas.
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