Zingtree Tags: support agents

How To Use One Tree for End-Users and Employees/Agents

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We’ve had requests to make it easy to use one tree for both end-user support and internal agent usage. Rather than maintaining two separate trees, being able to have one source of content and show (or hide) parts between agents and end-users can be extremely helpful. So, we’ve introduced two new template tags that allow this to happen.

Demo

The Dual Use Agent and End-User Example Tree from the Zingtree Gallery shows how this type of tree is built and operated. You can switch between End-User and Agent views by opening the Show More Display Options link.

Creating Agent-Only or End-User Only Buttons

The first node in the demo has a button labelled “Other Options for Agents only”.  This button only appears when agents are viewing the tree, but not for end-users.  Here’s how this magic is done:

  • If you prefix the button label with AGENT_ , only agents will see that button.
  • Prefix a button with USER_ to show it to just end-users.

Creating Nodes with Dual Content

In the content area for any node, you can insert special tags that make the text visible to just agents, or just end-users.

To show content for agents only:

Surround the content with [[AGENT-ONLY]] and [[/AGENT-ONLY]].

To show content for end-users only:

Surround the content with [[USER-ONLY]] and [[/USER-ONLY]].

You can access these template tags from the content editor in any node:


Example

If your node content area looks like this…

This is the content for a node.

[[AGENT-ONLY]]Agent stuff shows here[[/AGENT-ONLY]]

[[USER-ONLY]]User content shows here[[/USER-ONLY]]

An end user will see this…

This is the content for a node.

User content shows here

And your agents will see this…

This is the content for a node.

Agent stuff shows here

How to Preview

The updated Preview tool lets you see content views for agents or end-users:

Implementation

Your agent-only content will appear in trees accessed via the Zingtree Agent Portal. You can also make this content appear by adding the following parameters to the URL for Zingtree hosted or embedded trees:

&agent_mode=1&apikey=YOUR_API_KEY

Substitute your API key for YOUR_API_KEY in the URL. You can find the API Key from the API page, or if you have multiple organizations at the bottom of the Organizations and Billing page.


Do you like this new feature? Or have any other comments? Please share with us!

Zingtree Agent Portal for Contact Centers

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Many of our Call Center customers have asked for a simple, standalone way for their agents to access interactive Zingtree scripts from their browser. To that end, we have created the Zingtree Agent Portal.

Overview

The Agent Portal is a one-stop location for your agents to access all of the scripts in your organization. Here’s how it looks:

When your agents click on a script name, their interactive script appears like this:

Accessing the Agent Portal

Everyone who wants access to the Zingtree Agent Portal for your organization needs to log in from zingtree.com. You can set up logins for all your agents, and use your own Zingtree account to gain access as well.

The first step is to add yourself as an agent:

  1. Log into your Zingtree account.
  2. Go to Account > My Agents.
  3. Click Add Myself as an Agent. Your name and login appears in the list of agents:

  4. Click Go to Agent Portal.

That’s it. You’re in!

Adding Agents to the Agent Portal

Once you’re happy with how the portal is working, you can give others access.

  1. Go to Account > My Agents.
  2. Click Add One New Agent. The Add Agent form appears:
  3. Enter the agent’s info, then click Create Agent.

You can also add multiple agents in bulk by using the Add Multiple Agents option in step 2 above. It looks like this:

Features of the Agent Portal

Besides the self-explanatory Back, Start again with this Customer, and Finished with this Customer, there are a few other goodies your agents will appreciate.

History

Agents can see all the steps they took with the customer by clicking the + icon next to History.

The ‘A’ button at the upper right makes just the answers appear.

Agent Feedback

If an agent sees a problem with a node in your script, they can send feedback directly to the tree’s authors using this button at the lower right of the screen:

Shrink Headers

For a more compressed view, have agents use the  button at the top right.

Inserting Agent Info into Scripts

You can personalize your scripts for each agent. When creating your tree, use these placeholders:

#agent_name# – inserts the name of the Agent into the script.

#agent# – inserts the Agent’s login into the script.

Hiding Scripts from Agent View

While you’re developing scripts, you may want to keep them out of the Agent Portal until they are ready and approved.  You can hide scripts as follows:

  1. Go to the tree you want to hide from the My Trees page.
  2. Go to the Settings tool.
  3. Select Hide from Agent Portal View.

 

Top 4 Most Important Soft Skills of Technical Agents

Tech and product support engineers who interface with customers are often hired and trained for their technical proficiency. As customers are offered self-service options, the nature of requests coming into Call Centers are becoming more complex; in order to address this, companies must train agents to help customers with these increasingly complicated issues – but technical proficiency only goes so far.

If the agent is inefficient or ineffective at communicating clearly, customer satisfaction will dwindle. When it comes to delivering a great customer experience, a good agent will possess both technical knowledge and what are called “soft skills.” These are some of the most important skills for technicians to hone so that excellent customer service can be delivered, no matter how technical the conversation.

1. Clear Communication

Translating technical jargon into understandable and relatable phrases is arguably the most important skill for technical and support agents. For those agents working directly with end users, the ability to communicate technical knowledge into plain English is paramount. Coming across as condescending is something to be avoided; specific agent training on tone of their voice and word choices is important for mastering this soft skill.

2. Idea Presentation

Technical agents aren’t limited to communicating only with customers; often, they are required to present their ideas/findings to upper management. Presentation skills dovetail with customer communication skills, but include more than just clear speaking. Planning, organization, and subject familiarity are all essential if successful presentations are to occur.Improvement on this

3. Company Collaboration

It can sometimes be a challenge for technical experts to successfully collaborate with their colleagues; more often, technicians work in isolation and don’t regularly engage with others. Just as excellent communication skills are required for customer service, they are also necessary for working within a team. And, technical agents with the skills to work well in team settings are more likely to enjoy promotions and creative projects along the way, as well as helping the health of the organization overall with their insider perspective of support and the issues customers face.

4. Complete Honesty

Technical agents should be straightforward with customers if the problem is too complex to address over the phone; if there is no quick fix; or if the problem is beyond the technician’s knowledge. Wanting to demonstrate one’s expertise when helping others is understandable, but if promises are given that can’t be satisfied, customers are likely to feel frustrated. Overall, customers are more forgiving if agents are honest and up front.


With self-service options continuing to become the norm, it is expected that Call Centers will be handling more technical calls than ever. Hiring employees with technical expertise is the first step in delivering great customer service, but rounding out these softer skills is vital to a holistic approach of customer care.

This article was written by Joanna Jones of MHI Global. Are you interested in submitting a guest blog post? Please contact us!

Adding Confirmation Messages to Call Center Scripts

Another recent goodie in the Zingtree arsenal of Call Center Agent tools is the new Require Confirmation to Continue option. If you’ve ever been on a call, and the agent says “This call may be recorded for quality assurance purposes”, then you can see how this is helpful.

Agent’s View

On the agent side, they will see this:

confirmation_message_user

Clicking the checkbox will activate the Continue button, and the agent can proceed with the script.

Author’s View

On the publishing side, when in Overview, Edit Node, any question node will show this Require Confirmation to Continue option:

confirmation_message1

Click the checkbox, and a message option appears:

confirmation_message2

The message appears as a part of the agent script, and it must be clicked upon for the agent to proceed. Pretty handy, eh?

If you have any questions, please reach out to us!