Adopting lean process flows for a business is all about simplification. No matter the area of focus, moving from step to step throughout a process in a frictionless and efficient way is essential for business operations and customer satisfaction – whether in customer support, manufacturing, inbound sales, etc.
A lean process is a smooth process, after all; one that requires getting rid of waste and only leaving the most mission-critical information in order to streamline each step. As big proponents for making things easy and streamlined, lean processes are a big part of how we run Zingtree efficiently and provide more value to our customers. We use our own interactive decision trees for improving lean process flows because they provide a robust, yet straightforward way to build and run through any type of process flow. For us, this means setting up streamlined systems for:
Generating internal reports on collected data, the performance of our product, etc.
Implementing these lean process flows in various areas of our business have been helpful both internally and to our customers.
When you can identify and eliminate flow bottlenecks, you make the whole process easier. Imagine, for example, a construction crew working on a busy section of freeway, closing some key lanes. In this case, the process’ capacity (the number of people who can continue to drive on through) for successful interactions are blocked by equipment, workers, and a horde of other cars, keeping anxious drivers moving slowly through. By making a process flow lean and mean, you’re effectively opening those closed lanes back up, removing the equipment, cars and other complications, making way for a smooth ride.
Lean Goals to Live By
Pointing out flow issues when you’re dealing with traffic is simple, but it can be more difficult to identify those process flows in your business or place of work that can be improved on. While you’re thinking about all of the various processes that occur in your organization, here are some general goals and questions to ask yourself when choosing a process flow to make leaner:
1. Will it reduce cost?
2. Will it simplify the process?
3. Will it improve the quality of the process?
4. Will it make it easy to follow standard operating procedures?
These always help us to quickly go through a list and identify which processes can be improved on – if it’s not cheaper, simpler, higher-quality, and more intuitive, it’s not being made lean.
Mapping Process Flows with Decision Trees
Typical diagrams and hand-drawn or digital flowcharts simply can’t do as much as decision trees can when it comes to simplifying processes. While a traditional way to help wrap your head around where the bottlenecks COULD be, these systems are designed to only identify the issue, not solve it.
Decision trees for lean process flows are a live, functioning tool that’s designed to help you identify the issue AND be a platform to present that information; in other words, you can simultaneously build your process flow chart and customize it for immediate internal/external use. You can even gather data on if it’s all working up to standards and make optimizations along the way.
How a decision tree looks when you’re building with the Visual Designer.
A specialty medical practice in Washington, Spokane ENT says that decision trees for scheduling have enabled them to optimize scheduling, help schedulers intelligently pre-diagnose patients, and collect key medical information in a secure environment. This ultimately eliminates any unnecessary appointments from being scheduled, and speeds up the steps between picking up the phone and confirming the appointment.
One of the largest organizations around the world, Philip Morris International utilizes decision trees to improve their system of procurement, a cost-saving lean process flow. With these interactive process flows in place, PMI allows its employees to be guided through complicated purchasing journeys without issue; a standardized approach that ensures every step is followed perfectly to reduce time, cost, and stress.
If you’re a Zendesk user in a Contact Center environment, you’ll want to be using our Zendesk Agent Scripting app. This makes it easy to guide, train and onboard agents and is a huge productivity booster for everyone. The Agent Scripting app appears as a button in the right-hand panel:
Click Open Script, and you’ll see your decision tree in a pop-over like this:
If another agent picks up the ticket, they return to the last viewed node, and can see each step taken previously by opening the History:
Benefits of the Zendesk Agent Scripting App
Standardization: Show a guided path for each ticket, so that Agents follow the proper operating policies or troubleshooting procedures.
Pause and Resume: If a ticket is transferred, the supervisor or new agent is taken to the last place in the script, and can see the history of the previous steps taken.
Automatic Script Selection: The Agent Scripting App can choose a script based on the Zendesk brand, Zendesk ticket tags, or the value of a custom field.
Agent Feedback: Agents can send feedback directly to the authors of the decision trees with a single button click. Feedback is delivered to each author’s email, and includes the tree ID and node number where the feedback was sent from.
Zendesk Ticket Data in your Scripts: Values in any custom field, as well as Zendesk ticket tags and user tags, are transferred into your script so you can echo them, or use these variables to branch via Logic Nodes.
Automatic Ticket Updating: Tags and custom fields in the ticket can be updated from actions in the script – either via buttons clicked in the script, or from data entry collected.
New Features in Version 11
If you’re using a version 10 of the Zendesk Agent Scripting app, you may want to upgrade to take advantages of these new benefits:
Toggle to share Zendesk data with Zingtree: Some customers don’t want ticket data shared with Zingtree. There’s now an option to disable data sharing.
Removed “Flash”: Some customers experienced a “flash” when moving from ticket to ticket. This is now fixed with this update.
This two-minute video shows you how Agents interact with the Agent Scripting App:
Here are the basic steps to get up and running:
Build an interactive decision tree script with Zingtree (or use one of our demos to start).
Install the Agent Scripting App (version 10) into Zendesk.
Configure the Agent Scripting app within Zendesk.
If you want to have your decision tree scripts update your Zendesk tickets, you’ll need to add variables and/or tags to your Zingtree tree to match your Zendesk setup.
If you want to enable automatic script selection, you’ll need to add tags to your trees in Zingtree and configure the Zendesk Agent Scripting app properly.
Installing the Agent Scripting App into Zendesk
Download and configure the Zendesk Agent Scripting App version 10 like so:
In Zendesk, click the Admin icon and go to Apps > Manage.
Click Upload Private App.
The Upload App page appears.
Enter “Zingtree Agent Scripting” for the App Name.
For App File, locate the filezingtree-agent-scripting-v10.zip you downloaded in step 1.
Click Upload, then confirm if necessary.
Configuring the App
Once you’ve uploaded the app, click App Configuration to see the configuration screen:
Here’s what each item does:
Tree ID: This is the default tree that appears when agents click “Open Script”. (You should always have a default tree.)
Hide Integration Setup Info: When you are setting up Agent Scripting for the first time, you may need some information about your Zendesk setup to take advantage of automatically updating ticket fields. An “Integration Setup Info” link appears by default when you first install the app, and ticking this option hides it.
Match Tree Tags to Zendesk Brand: If this option is checked, the subdomain of the selected brand will be matched to a Zingtree tree tag. Any matching tree or trees will appear. For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz (using the Zingtree Settings tool) will appear.
Match Tree Tags to Zendesk Ticket Tags: If checked, the values in the Zendesk ticket tags will be matched with your Zingtree tree tags (set via the Zingtree Settings tool) to show one or more matching scripts.
Match Tree Tags to values in a Custom field: If you want to use a custom field value to show matching scripts, enter the Zendesk custom field identifier here. The field name can be found using the Integration Setup Info link that first appears in the sidebar when you install the app.
Don’t share Zendesk Custom Fields with Zingtree: By default, the app sends custom field data from each Zendesk ticket to Zingtree so you can do more powerful automatic branching via logic nodes, as well as echoing customer information (like their name, for example). If your organization has data privacy concerns, you can check this option to disable data sharing.
Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Help, API.
Enabling Automatic Script Selection
Automatic Script Selection works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they will all appear, and the agent can choose one.
To open a script based on Brand:
Add tags to your trees for each brand you want to match. So if one of your brands is xyz.zendesk.com, use xyz as a tree tag in Zingtree for all the trees you want to show.
Make sure Match Tree Tags to Zendesk Brand is checked in the App Configuration.
To open a script based upon Zendesk ticket tags:
Add tags to your trees for each tag you want to match. So if one of your ticket tag possibilities is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
Make sure Match Tree Tags to Zendesk Ticket Tags is checked in the App Configuration.
To open a script based upon a custom field:
Add tags to your trees for each possible custom field value you want to match. So if one of your custom field values is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
Make sure the proper Zendesk field variable name is entered for Match Tree Tags to values in a Custom Field is checked in the App Configuration.
Adding tags to a tree in Zingtree is done like this:
Select a tree from My Trees.
Go to the Settings tool.
Click the Organize tab.
Enter or select a tag from the Tree Tags field.
Click Update Settings.
How to Configure to Update Ticket Fields
As agents navigate through your trees, their use of the decision tree scripts you create can automatically update any custom fields in that ticket. This can be done in two ways:
By clicking a button in a script
By entering data into Zingtree data entry fields.
The key is to use variable names in your Zingtree that match the ones used in Zendesk.
First of all, determine the names of the variables in Zendesk by clicking the Integration Setup Info link in the Agent Scripting app. You’ll see something like this:
You’ll see the label for the field as it appears in Zendesk’s ticket form and the Zendesk variable next to it. In the above example, the Product custom field variable is custom_field_22899289. This is a drop-down selector, and the Zendesk values for the field options are astrology and insurance.
For the rest of this example, we’ll use custom_field_22899289as the custom field variable.
To make a button selection update a custom field, you’ll set it up in your Zingtree as follows:
Go to the Overview tool, and edit the node whose button selections will update the ticket.
Click Edit Buttons (or Add Buttons if you don’t have any buttons defined). The button editor appears:
Make sure Assign Button Click Variable is checked. This makes the other options appear.
For the Button Click Variable, enter your custom field variable from Zendesk (custom_field_22899289 in the example).
For each button option, enter the value of the variable under Score/Value. If this is a drop-down list in your Zendesk ticket, you’ll need to make sure the Score/Value entered matches one of the drop-down option values as shown in the Integration Setup Info.
Click Save Changes when you’re done configuring buttons.
Bonus: Adding Tags via button clicks:
Button clicks can also add tags to a ticket. In the above example, clicking Something Else adds the tag other_tag to the ticket. Just include the tag name with two colons after the button text. So entering a button like Something Else::other_tag will add the tag other_tag to the ticket if this is clicked, but agents will only see Something Else as an option.
Using Zingtree Data Entry Fields to Update Tickets
Just like the above example, you can also use Zingtree for data entry and have that data automatically transferred to your ticket. The key is to use the same variable name in Zingtree as you used in Zendesk. The Integration Setup Info link in the sidebar will give you those Zendesk variable names.
Example: If you have a text entry field in Zingtree you want to update into the Zendesk field custom_field_1234, you would set up the variable name as follows:
Try It with Example Data
You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.
For a single tree, enter ’14’ as the Tree ID. This will show an Astrology website troubleshooter example.
For multiple trees, see how a tree can be selected by tag by doing the following:
Enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key.
Make sure Match Tree Tags to Zendesk Ticket Tagsis checked.
Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.
Having exceptional customer service isn’t reserved for typical B2C companies. In such a tumultuous and often scary industry (for consumers, at least), insurance companies and agents must also take a close look at how their customers are perceiving the assistance they are getting. Understanding is also a huge part of this customer experience. Why? Because insurance is complicated.
Improving Insurance Call with Decision Tree Scripts
For many insurance companies, automation is an angle that’s gaining traction for providing more streamlined and consistent customer service. Our partnership with EasyInsuranceScripts.com is a great example of how decision trees are being used to simplify.
Simply put, Ted Baker, the Founder of EasyInsuranceScripts.com, envisioned a more streamlined way to improve how independent insurance agents were being trained, guided through complicated conversations and policy selections, and processing claims. In an industry with so many small, yet important, details to be understood, these conversations and processes can become intimidating very quickly.
With our own knowledge and experience in simplifying the complex, we knew decision trees would be an ideal fit. Joining forces between Zingtree and EasyInsuranceScripts.com has allowed Ted’s services to offer the most comprehensive set of resources for independent insurance agents as a result.
“It’s amazing that I’m able to automate all of this for independent insurers,” says Ted. “For me, the ROI of decision trees is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“
Hard Numbers: Where the Data Fits In
While each insurance agent or organization may have varying experiences, industry knowledge is key in understanding how much this kind of customer service and care matters for insurance. McKinsey recently published an article on how focusing on improving customer experience has a direct effect on growth and profit in the insurance industry:
McKinsey’s global research across industries shows that improving the customer experience can do far more to drive profitable growth than raising advertising spending or lowering prices. Some executives may still see insurance as a low-engagement, disintermediated category, but analytics prove that in an industry where profits are highly concentrated, leading carriers are delivering customer experiences that inspire loyalty and attract new customers frustrated by their experiences with their current carriers.
Here’s a handy chart that helps to summarize how insurers must improve the customer journey:
A typical insurance carrier today delivers customer experiences via separate functions (marketing, distribution, underwriting, claims), using a website, sales call center, service department, and so on, most managed by different executives with different goals and metrics. This structure may have its purposes, but it overlooks the fact that from the customer perspective, the experience is often a single journey.
Real-World Example: Decision Tree for Insurance
Here’s a sample tree, derived from one of the Easy Insurance Scripts trees:
We’re huge fans of live chat – at Zingtree, it has been a terrific way for us to get to know our customers and their needs. Not only is live chat proven to be the most sought-after way to contact a company, it also is a sound way to respond to site visitors and potential customers in a quicker and more personalized way. With many viable solutions out on the market, it can be difficult to narrow down your options to find the best possible one for your use case. For Zingtree, Intercom chat has been a gamechanger (you can read all about how we use Intercom and what it’s best features are here).
To nudge companies in the right direction, Practical eCommerce came up with a list of live chat features that should always be at the top of the list. Here’s just a sampling of their article that we thoroughly enjoyed:
Phone, email, and web support still rank as important when it comes to instilling trust. But the presence of live chat exceeds them all — even if shoppers don’t use it. Compared to other methods of communication, 92 percent of consumers prefer communicating via live chat. Roughly 80 percent prefer communicating via social networks.
Here’s why live chat appeals to shoppers.
Quicker than any other method.
Allows visitors to multitask.
Helps reduce the language barrier.
Can be implemented proactively.
The list that Practical eCommerce included is a great checklist to keep in mind when shopping around for a live chat support tool. From the complete list, we hand-picked some of the top live chat features you need to look out for:
Knowledge base or frequently-ask-questions integration
File upload support
Support and agent ratings
Chat tags and keywords
Self-service support is hugely popular among the majority of consumers – the ability to integrate with knowledge base customer support tools, like interactive decision trees, tutorials, and FAQs, is the perfect way to streamline support efforts and link online support systems together better. We use it ourselves to make sure that our support presence is simple, straightforward, and always helpful. Whenever customer data is collected through a decision tree form, this information can be stored and sent directly to the live chat window in order to fill in information gaps, as well as give you a better understanding of who you are talking to and what issues they are dealing with.
Keep reading on the Practical eCommerce blog for the rest of their recommended live chat implementation features, and get in touch with us to talk about how to get the most from your live chat and knowledge base integration.
As a B2B company, we’re no strangers to providing service and finding customer support tools that can improve how we identify issues, stay in contact, and share important information with those who need it within the company. As it’s well known in any industry out there, poor customer service experiences really do stay with the customer, and they can essentially erase all of the hard work and effort it took to get them in the door in the first place.
Below are 5 incredible customer support tools that every support team can easily master, leading to more efficiency, streamlined communication, and happier customers.
Perfect for: being more available to your customers
Intercom has a complete suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle — covering acquisition, engagement, and support. In essence, Intercom offers an all-in-one communication platform for live chat, email support, targeted messages, and more. We use Intercom for all of these great uses, which helps us stay connected with our customers as they are on our website, and set up automated emails for specific segmented customers to deliver tailored content.
Some of Intercom’s best features include:
An operator bot that can send qualified responses to customers in live chat when you’re away.
A flexible API so you can customize with integrations, keep everything in sync, and aggregate data more easily.
Perfect for: organizing internal teams and projects
Basecamp is a real-time project management system and team communication platform rolled up into one nice package. Used primarily for resource planning and long-term scheduling, it has awesome features for teams to keep track of project priorities. Whenever we get a new feature request, we log this straight into Basecamp, along with the contact info of the customer; and, as we do updates, we also use the platform to notify every customer who requested the feature. Not only does this process breed loyalty, but Basecamp makes it easy for us to log and organize all of our feature requests. We keep a continually evolving roadmap of what to do next, and it’s 99% customer driven.
Some of Basecamp’s best features include:
A full schedule display to see every to-do, timeline, and deadline in a calendar format.
The ability to forward important emails from your inbox straight to your account, where it can be discussed and specifications can be laid out.
3. Reply (by Buffer)
Perfect for: social media listening and support
Reply by Buffer is a fabulous tool that displays your tweets in what they refer to as “a real-time tweet inbox” that lets you streamline social media conversations in one centralized location, and then assign tasks and respond. While they boast the ability to connect social messages from Facebook and Instagram as well, we’ve primarily used it to keep things moving on our Twitter account – a real lifesaver when you’re working with someone on an issue or question.
Some of Reply’s best features include:
Automatically identifies any past conversations you’ve had with a user, so you never forget a detail.
GIF, image, and emoji support to keep things light and provide more context when needed.
Perfect for: building out the ideal knowledge base
Our very own Zingtree toolkit is also a powerful customer support tool to add to the list. Providing a fully-interactive environment for guiding customers through troubleshooters, FAQs, product support, process guides, and more in a simplified way, it’s perfect for support teams in companies of all sizes. There’s no technical know-how or coding required to get set up with using decision trees for support, and can be embedded directly into any website using just a small piece of HTML – even in emails! We use Zingtree internally to manage our knowledge base of information, as well as set up demo requests, and even provide end-to-end technical support.
Some of Zingtree’s best features include:
Robust integrations with email, live chat, CRM, and Helpdesk systems like Zendesk, Salesforce, and others.
Collecting data, feedback, and other key information from customers to streamline the support process.
Analytics and reports that can help track the performance of a decision tree, examine traffic patterns, point out demographic data, and more.
Perfect for: simple and straightforward scheduling
Calendly is your source for ending the dreaded email tag loop, allowing you to share availability for meetings or appointments of any kind just with a quick link. Our business revolves around building relationships; we want to make sure each potential user knows how to extract the most out of Zingtree, and to get their implementation questions answered before they really start building decision trees. By automating the scheduling of meetings and demos, we save a lot of time in back-and-forth, get to know customers well, gather up great ideas by talking to people, as well as receive fewer support requests in the long run.
Calendly is integrated into our “Request a Demo” decision tree, which gathers information from our clients. In our calendar, we get a nice summary from the Zingtree session of what each prospective customer is looking for, which helps us set up the most relevant demo beforehand.
Some of Calendly’s best features include:
Integrates with most major calendar services, like Google Outlook, Office 365, and iCloud.
Detects which time zone a user/invitee is in and presents them with the correct one.
For businesses in fields like eCommerce, technology, and insurance, building your own decision tree creator from scratch is costly and time-consuming. That’s why we created Zingtree, so non-technical people can build and maintain their own custom interactive decision trees to function as troubleshooters, call center scripts, product finders, interactive flowcharts, lead qualifiers, process flows, or other procedure-based knowledge. Managing this type of interactive content doesn’t require a developer or extensive technical know-how.
It’s helpful to understand what makes a well-designed decision tree. At Zingtree, we define a well-built decision tree as being:
Zingtree is the leading decision tree creator tool, making the process of building, customizing, and deploying guided decision trees super simple. That being said, there are some general rules and best practices to keep in mind when using our decision tree creator.
1. Have a purpose, and define it well.
Every great project begins with a solid goal, and your decision tree is no exception. Using a decision tree creator without realizing the purpose of putting one together is an aimless task that can leave you confused and your decision tree over-complicated; it’s very important to lay out WHY you are creating the tree in the first place.
Are you trying to simplify an internal business process to promote best practices?
Are you revamping your whole customer support knowledge base system?
Do you need a platform for gathering key customer or client feedback?
These are all credible use cases that can require different specifics to be added into your decision tree, so it’s always good to figure this out first. For instance, an organization that is setting up an interactive knowledge base would need to consider how to link different decision trees together (using master trees), while one that is focusing on troubleshooting complex products would need to think about where screenshots, videos or diagrams come into play.
2. Outline your questions and answers.
Once you have your purpose defined, having a basic idea of the structure of your questions and answers is a natural next step that allows you to finesse the main flow of your decision tree. Just as you would do for an upcoming press release, how-to article, or internal memo, jotting down what you need to cover first will ensure that you don’t miss any important information in the final version.
A good tip for outlining here is to not forget about visuals. Any helpful media (including video, GIFs, photos, and illustrations) can be inserted into the Zingtree decision tree creation tools in order to convey more information in less space, so keep them in mind as you write up the copy for your tree. With our decision tree creator, you can also conveniently use Excel or Google Sheets to draft up what your questions and answers will be, then import them directly into Zingtree to clean up and launch.
3. Consider color psychology.
The world doesn’t exist in black and white, and neither should your interactive decision trees. What colors you choose to use for your final decision tree really does matter to the end-user – certain shades and tones can convey certain feelings and emotions, and evoke different responses from people. For example, studies have shown that some people looking at the color red saw an increased heart rate, which leads to more adrenaline being pumped into the bloodstream. On the other hand, cooler colors like blue and purple have shown to bring on feelings of calmness.
While we hope that you’ve done some testing to figure out what your current audience thinks and feels about your own branding and color schemes already, it’s still important to mention the science behind it all. Our decision tree creator comes fully-loaded with configurable Themes, the ability to upload custom CSS, and other customizations so that you can integrate brand elements, as well as influence the thought patterns of some of your end-users using the power of color.
4. Try not to over-complicate.
The purpose of an interactive decision tree in many use cases is to make things concise, easy, and straightforward. As such, it’s important that when using a decision tree creator you do your best to keep things simple. Drafting up perfect questions and answers in your outline is a great start for this, as you can use the time to cut down on copy and simplify the text as much as possible, without losing meaning or context. The decision tree creator tool provides several foolproof ways to help out so that you don’t over-complicate things:
If you have a lot of sub-processes, use a Master Tree to link to separate, discrete decision trees.
Shorter question and answers are easier for end-users to navigate, and they also make your reports more manageable.
Make use of the content area to explain things. This helps to make shorter questions and answers.
Add in icons, images, and other types of media to help point end-users in the right direction with ease.
5. Revisit and improve over time.
One huge factor in what makes a decision tree go from “usable” to “amazingly helpful” is the use of data and feedback to go back and make it every better. Our decision tree creator makes it easy to optimize your guided experiences over time, so you continually get the most from the platform. For instance, using Logic Nodes you can quickly set up A/B tests for experimenting with different messages, flowchart structures, and other offers to see which performs the best, and then optimize accordingly. Additionally, you can get set up to receive direct feedback from end-users on how useful your decision tree is, as well as always keep track of the activity patterns of your decision trees with in-depth reports.
When you follow some of our tried-and-true rules for how to best use a decision tree creator tool, you’ll be able to produce some incredibly powerful interactive decision trees which will delight your end-users. You can always take a look at our industry pages for Retail, Insurance, Customer Support, and more to find out just exactly how the Zingtree decision tree creator will work for you, or take a look at some real-live decision trees in the decision tree example Gallery.
We’re still getting a ton of great ideas from our customers, as well as the occasional “I can’t do this” message. The last couple month’s updates primarily focus on the little details that set Zingtree apart from any other solution, but there are a few new goodies as well.
Keeping your customers happy is only half of the battle in call centers today – making sure that your call center agents and supporting employees are happy, productive, and well-informed is another huge piece of the customer service battle. Agent turnover (also known as agent attrition) has a dramatic effect on how call centers can ultimately perform and have been a problem for decades.
Let’s say that one of your best up-and-coming agents – we’ll call her Sally – has decided to quit her role as a call center agent after about a year. The next steps of the process include some familiar actions: processing paperwork through HR, closing out payroll, and beginning the process of finding a new hire to replace her. What comes next is a series of interviews, more paperwork, and then an in-depth training period in which to get the new agent up to speed. When all is said and done, your call center has lost thousands in time, human resources, and repetitive training efforts; and, if the new hire doesn’t end up working out, you’re back at the beginning.
Tips for Lowering Agent Attrition
A recent article from Contact Center Pipeline goes into more detail on how call centers can effectively lower attrition rates: using proper recruiting techniques, investing in training programs, evaluating key metrics, and more. Here’s what the article had to say about one of the biggest factors in agent turnover – training programs:
This is one area that no company should ever try to scrimp on. Inadequate training can leave agents lacking confidence and feeling frustrated on the floor because they are ill-prepared. All employees should have substantial communications and product training before they are even allowed to talk to one of the customers of the company.
And it does not end there; managers should recognize that some agents need more intensive training compared to others. Managers should coordinate with the training department about continued customized training and coaching for each individual agent.
By personalizing the training and development of agents, you are addressing their specific needs based on their current level of competence. This way, those who need the most attention get it without holding others back.
Your agents are not the only ones who need training; your supervisors and managers should be trained as well. In fact, a lot of agent attrition can be attributed to mismanagement.
Provide your supervisors and managers with skills on how to identify the level of help needed by their agents, how to provide constructive feedback, and proper coaching skills that can elevate not only the agent’s skills but confidence as well.
Competent managers and supervisors will reduce frustration from your workforce and should inevitably reduce resignations.
Setting Up Simple to Use Process Flows and Knowledge Bases
Making it easy for your agents to follow procedures and find information goes a long way towards reducing on-the-job frustration; this is one area where Zingtree shines. By guiding agents step-by-step through processes, and eliminating unnecessary content by showing just the information needed at every step, agents will be able to follow standard operating procedures successfully, every time. Zingtree decision trees make creating these sort of process flows a snap.
Developing Training Programs That Work
Industry-wide experience shows having a consistent training program that follows industry and internal best practices is one of the most powerful ways to lower agent turnover rates. 7 out of 10 people say that training and development opportunities influence in their decision to stay with a company – why wouldn’t you want to address that with proper, consistent training?
One of the simplest ways to introduce a better training program into a call center environment is the use of interactivity for greater engagement and retention. Rather than relying on pages long PDFs that detail company processes and in-depth guidebooks for handling everyday occurrences, interactive decision trees for training cut down on the bulk of need-to-know information and presents materials in a digestible format.
Guided decision trees are quickly becoming a go-to resource for implementing easy-to-follow procedures and simulations that make training more streamlined, effective, and enjoyable. Some of the best training features found in Zingtree decision trees include:
Allowing employees to provide Agent Feedback on every training decision tree to involve employees in the overall process more.
Being able to emulate different potential scenarios to lead trainees through new or complicated learning environments.
Asking questions in an interview-style way, which helps to keep things moving quickly and keep employees more engaged.
Many of our customers with large decision tree systems in place ask for guidance on how to make a “master tree” which links to individual trees for troubleshooting or other processes. This is especially helpful for organizations that use Zingtree to build and publish completely interactive FAQs. In this article, we’ll discuss how it’s done.
Building a Master Tree
Creating a Master Tree is a simple, yet powerful process that consists of two over-arching steps:
Build the individual decision trees.
Build a Master Tree with one node, using a “blank starter tree.”
After building your individual trees and troubleshooters, there are a couple of distinct ways to build a Master Tree. We’ve created an example Master Tree for a few of our Gallery product finders.
Method #1 – Using Tree Tag Lists
1. Use the Settings tool to add tags to the trees you want to include in the Master Tree. For this example, we added the tag “master_finder” to our product finder decision trees.
2. Create a new decision tree to act as your Master Tree.
3. In the Master Tree root node’s content area, include a tree tag list. For our example, we tagged our trees with “master_finder,” so the tree tag list looks like this:
Method #2 – Using Tree Nodes
1. In the Master Tree, add tree nodes for each tree to link to.
2. In the root node of the Master Tree, create a button for each tree node. This will allow an end-user or customer to quickly jump to any other relevant decision tree from the Master Tree.
March 29, 2018 | Categories: Call Centers |
by Debbie McCormick
For call centers and organizations, efficiency, effectiveness, and personalization are critical drivers in how a customer will react or respond to a communication, especially considering the aversion to the dreaded phone tree. Organizations like Easy Insurance Scripts are using call center scripting software to help agents achieve positive results with phone support, while also adopting a self-service, guided mentality. Call Center scripting software is the wave of the future in call center and customer support technology, providing a fresh platform for traditional customer service efforts to flourish in a few important ways.
1. Standardizing for Best Practices and Accurate Information
Using call center scripting software to standardize processes across every single agent is the best way to ensure that employees are following standard operating procedures and best practices and that customers are ultimately receiving the correct information. Plus, Zingtree makes it easy for call center agents to give relevant feedback to script authors, thereby continually improving the quality of information over time. When a call center script has been tested, observed, and approved due to high performance, it can only mean positive things: customers are satisfied, agents are happy and efficient, and brand loyalty goes through the roof.
2. Integrating More with Existing Online Tools
In a call center environment, many CRM tools and other applications are used in order to keep track of communications, customer data, scheduling, and more. A call center scripting software integrates directly with any CRM tool (like Zendesk, Desk.com, Salesforce, and others) to provide a seamless experience for agents and frictionless sharing of collected customer data. It’s incredibly important (and vital to a call center’s performance) to have these types of tools “talk” to each other and be able to share data. For instance, having the ability to integrate Zingtree with a platform like Zendesk allows call center agents to access data about a specific script-based conversation directly within Zendesk.
3. Making it Easier to Make Improvements
Call center scripting software makes it easier to improve and optimize scripts regularly, as standards change, or as things change with the company. With powerful analytics to track performance, reports helping decipher the user’s journey, and ways to easily collect customer feedback every step of the way, it’s far easier than many traditional call center tools to keep things running smoothly.
In Blue Shield’s case, they have “begun implementing Zingtree to bring the written process to a more interactive state” in order to truly optimize and improve the process of customers receiving the answers they need. By having this interactive environment for agents to work within, gathering new information and other data from customers that can ultimately help them becomes a simple, automated task.
Zingtree call center scripting software is the preferred tool for many businesses and call centers to develop, deploy, and monitor call center scripts and interactive decision trees. Companies like Blue Shield of California and Easy Insurance Scripts partner with Zingtree to combine call center experience with the dynamic technology of interactive decision trees and call center scripting. With a toolkit for building interactive training simulations and call scripts, independent agents and large call centers alike are more effective, productive, and helpful.
“For me, the ROI of Zingtree is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.” – Ted Baker, Easy Insurance Scripts Founder & CEO
Want to learn more about Zingtree’s powerful call center scripting software?