workforce managementZombieland…For some people, this word brings to mind the guilty pleasure of sitting in the dark, eating popcorn while gleefully watching one of the  slew of movies and TV shows centering on man’s battle with the undead. We can draw some parallels to life – or the afterlife – in your contact center. We call it “zombiefication”, and it’s a very real issue plaguing our offices today.

Recently, I had the privilege to present a session based on zombiefication at the Society of Workforce Planning Professionals (SWPP) annual event. I was impressed that this theme resonated so completely with many of the attendees I spoke with! The SWPP are some of the most knowledgeable workforce optimization and workforce management professionals in the industry and most of them, if not all, have seen zombiefication infecting their workforce to some extent. Something must be done here!

Do any of these employees look familiar to you?

Zombies come in all shapes and sizes. Some are obvious – some not so much. In our new ebook, Don’t Let Your Contact Center Workforce Become the Walking Dead, Genesys delves deep into the undead employees infestation, finding out how to cure them of this workforce zombie plague. Here are some contact center zombies that might look familiar to you.

omnichannel CX zombieOmnichannel CX Executive Zombie: You’ve seen them staring blindly into their powerfully strong espresso drinks…a truly wild look in their bloodshot eyes. They’re trying to figure out the impact of the digital age, the latest in customer communication technology, and how can it all work together!

spreadsheet zombieStiff Spreadsheet Forecast Zombie: Oh the bloodshot, lifeless eyes.  A spreadsheet worked fine when the contact center was voice only, and had only a few agents, but your business has grown. Contact center modernization has eaten away at his brain. There is a better way to plan and forecast!

Agent zombieDisengaged Agent Zombie: There’s a whole pack of these creatures. Chained to their desks, rotting in a perpetual cycle of monotonous work. Waiting for tasks and breaks, and in need of training. Can better training solutions break these chains?

CC Manager zombieContact Center Manager Zombie: The manager is being clawed at from all sides. Ineffective scheduling for contact center staff makes her job so stressful, her head is literally spinning. She doesn’t know who’s in, who’s off, or who needs training. She needs to add method to the madness!

Missing parts zombieMissing Parts Zombie: He’s aimlessly wandering around looking for brains and intelligence…staring at various reports with different bits of information on each. He needs integrated cross-departmental multi-channel data, and meaningful reports.

Overworked zombieOver-Worked Wrong-way Zombie: These are the over-worked, over-stressed, and overly-costly-due-to-unwanted-overtime zombies. Intelligent routing based on true skills and schedules is the cure!

Take a look around your business…are some of your employees staring blindly into their empty coffee mugs through blood-shot eyes? Tearing their hair out? Heads spinning around? Asleep at their keyboards?

We heard some great stories and ideas from our audience at SWPP. We also discussed tangible cures for zombiefication that involve more effective Workforce Planning, and include tips and tricks to enable your agents to be more engaged.

Put down the popcorn and find out more about the symptoms and cures of zombiefication and how to keep your team human in the new eBook: Don’t Let Your Contact Center Workforce Become the Walking Dead.

Safe passage through Zombieland!

Yvonne Ba

Yvonne Ba

Yvonne Ba provides the marketing force behind some of Genesys’ leading Customer Experience and Continuous Workforce Optimization portfolios. In this role, Yvonne provides the marketing strategy, awareness, sales enablement and engagement for next generation innovations and contact center capabilities. She...