Ghosts and ghouls aren’t the only things to fear this Halloween. Within the hallowed walls of the contact center, a darker evil lurks for your organization’s support agents in the form of frustrated customers, disconnected systems, and emotional burnout. In fact, because of these challenges, 47% of contact center employees have a plan to leave their current role within a year and a half (CX Today). 

And if that isn’t enough to send chills down your spine, these horror stories will. Prepare to be spooked as we dive into the darkest corners of the contact center and face your biggest fears head on. 

Cloud Calamity: A Digital Nightmare 

In a time of great technological advancement, an optimistic contact center was lured by the promise of the cloud. They envisioned a future of seamless operations, scalable infrastructure, and limitless possibilities. However, they were quickly met with a nightmare they couldn’t have imagined.  

As they ventured deeper into the cloud, they were quickly met with a dark force that brought performance issues, security threats, and high costs. Left terrified, the contact center was forced to retreat to on-premise.  

This is the reality for many contact centers who were enamored by the promise of the cloud. According to Citrix, 25% of organizations in the United Kingdom have moved at least half their workloads back to on-premise. Luckily, Upland InGenius lets you keep operations on-premise while accessing cutting-edge tools. 

Knowledge Chaos: A Tale of Confusion 

In the midst of several policy changes, one contact center became a place of chaos and misinformation as agents wandered the halls, each armed with their own versions of the truth. Customers became unsuspecting victims caught in the crossfire of contradictory advice and outdated information. 

A lack of compliance and knowledge sharing had created a monster, a creature that fed on confusion and frustration. Agents, desperate to resolve issues, often resorted to guesswork, leading to escalated calls, angry customers, and a tarnished brand reputation. 

If this sounds like your ultimate nightmare, there’s a way to avoid falling victim to compliance challenges. By implementing a robust knowledge management solution, like Upland Panviva, you can encourage information sharing across your organization while ensuring you remain compliant and up-to-date. 

Tick Tock: The Agent vs the Clock 

It was late in the graveyard shift when a call came in that made the agent freeze, not because the air conditioning was too cold, but the customer had asked a question to which they didn’t know the answer. 

The clock was ticking and the customer grew angrier at every passing second, what could the agent do to find the right information to stop the customers rage? Frantically searching through articles, the agent knew that this was the end… until the alarm clock went off. 

Luckily the agent woke from this bad dream to remember that they use Upland RightAnswers, and with it’s Generative Answers and powerful neural search, the right answer is only seconds away.  

Turnover Terrors: The Haunting of High Attrition 

The sun is shining as agents enter the contact center bright-eyed and bushy tailed full of enthusiasm and ready to tackle the challenges ahead. However, as the day wears on, their energy wanes, their motivation dwindles, and they emerge from their shifts as zombies. 

These hardworking heroes have turned into monsters due to being overworked, underappreciated, and constantly bombarded with customer inquiries. They spend their days searching through a vast amount of information and dealing with frustrated customers, forcing them to end their workday just a shell of the person they once were. They are more likely to make mistakes, become frustrated, and burn out. This can have a devastating impact on the overall performance of the contact center. 

To prevent this torturous experience from becoming a reality, contact centers must prioritize the well-being of their agents. By providing adequate training, support, and recognition, they can create a positive work environment that empowers agents to thrive. Additionally, implementing robust contact center solutions can help reduce agent workload and improve efficiency. 

Don’t Let Your Contact Center Become a Haunted House 

Don’t let these spooky scenarios become your reality, visit our website to learn how Upland Software’s suite of contact center solutions can help you keep your organization from being a house of horror.