T'was the Night Before Christmas - Contact Center Style!
Written by Susan Sever
Happy Holidays to you and yours from the team at
(Pictured from left to right: Sean Hensley, Technical Trainer; Susan Sever, Business Development Specialist; Chuck Miller, Director SaaS Operations; Evan Nore, Customer Support Technician; Scott Cumming, Customer Support Specialist)
Twas the night before Christmas and all through the call center, not a creature was stirring, not even an agent;
The KPIs were hung by the manager’s office with care, in hopes that a year-end bonus would soon be there.
The agents were nestled all snug in their cubicles, while visions of happy customers danced in their heads;
And the manager in his office and the director in hers, had just settled down for a long web-ex.
When out on the call center floor there rose such a clatter, I sprang from my desk to see what was the matter;
Away to the center of the floor I flew like a flash, maximized the reporting screen of the main desk top computer.
The light from the computer gave a luster of midday to the objects surrounding;
When what to my wondering eyes should appear, but a lot of calls with shorter AHT and reduced escalations!
With lower call volume and fewer repeat calls, I knew in a minute, it must be Knowledge Management!
More rapid than eagles his coursers they came, and the agents whistled and shouted and called them by name;
Now accuracy! Now reduced hold time! Fewer escalations and quicker ramp up time! On AHT reduction! On efficiency! On responsiveness and resolving!
To the top of your cubicle to the top of your desk! Now increase these efficiencies and improve them all!
As dry leaves before the wild hurricane fly, when they meet with an obstacle, mount to the sky.
So up to the phones the coursers they flew with an application full of resources and reporting, too!
And then in a twinkling, I heard on the call center floor, the prancing and pawing of each agents’ little feet.
As I drew in my head and was turning around, through the hallways came the agents with a bound.
They were dressed in jeans, skirts and slacks and their headsets were perched on their heads ready to take calls;
A bundle of tools at their fingertips, professionals they were, just waiting to answer a question.
Their eyes how they twinkled! Their dimples how merry! Their cheeks were like roses and noses like cherries!
Their droll little mouths were drawn up like bows, and some had beards that were brown, black and white…as snow!
The mics to their head sets were close to their mouth, you could hear them smile as they spoke to their customers in the north, east, west and south.
Some had broad faces and little round bellies that shook when they laughed like a bowl full of jelly.
They were right jolly agents as they used the new Knowledge Management tool, and I laughed when I saw them, in spite of myself.
A wink of an eye and twist of a head, soon gave me to know I had nothing to dread.
They spoke to their customers and went straight to work, and answered each question without any challenges leveraging the company’s existing data to respond to the customer’s needs.
And laying a finger on their keyboards, and giving a nod, with the easy to use tool they answered the question in a conversational tone.
At the end of their shifts, they sprang from their seats, to their cars they ran. And away they all drove like the down of a thistle.
But I heard them exclaim as they drove out of site, thank you Knowledge Management Tool and to all a Good Night!
Susan Sever works as a Business Development Specialist at Astute Solutions. She is passionate about customer experience strategy, knowledge management and optimizing business processes. Find her on twitter here.