Emojis At the Contact Center? Why Not?

We don’t know about you, but we never thought emojis would go mainstream.

Oh, sure, having them punctuate the emotional texts of teenage girls wondering whether Johnny will ask them to the dance – that seems like an fitting environment for those little yellow faces with their exaggerated expressions. But they’re everywhere now, and people who would never have considered using them are agonizing over a choice between the winking face and the hugging face.

Do they have a place at the contact center? Surprisingly, the answer is yes.

What are the most important KPIs you measure at your business? Perhaps average handle time (AHT) is the toughest challenge, or cutting down on abandoned calls. If you have a workforce management system you can collect specific data from every customer interaction to assess your status on these metrics.

Here’s where emojis help – they can provide a quick, at-a-glance review for managers on any KPI measurement.

We won’t be dealing with the entire gamut of emoji language here – just three will do: the happy face, the expressionless face, and the angry face. Let’s stick with average handle time as an example. Every call with an acceptable AHT earns a happy face. Those on the border get an expressionless face, and those that took too long get an angry face.

Now, when the manager receives a list of all calls from the last shift and wants to check on AHT, he can see right away how the contact center is doing. A column of happy faces means a happy manager. A column of angry faces means there is still work to be done, so get those coaches and trainers ready to go.

Using emojis for call center KPI feedback can also help managers in identifying which agents are having the most trouble meeting their goals.

Have you used emojis at your contact center? Let us know if it helped on our Facebook page.

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