How To Stop Agent Cherry-Picking?
In today's digital age, businesses have numerous channels to communicate with their customers. One of the most popular channels is through the use of a helpdesk or customer support platform, such as Zendesk. While these platforms are incredibly useful for managing customer inquiries, they can also present challenges for the support team. One such challenge is "agent cherry-picking," which is when support agents choose to answer only certain tickets, instead of working on a fair distribution of all tickets. In this blog post, we'll explore a Zendesk tutorial video by Dominic on "How to stop agent cherry-picking" and the tips he provides to overcome this challenge.
The video covers a range of strategies to stop agent cherry-picking and ensure that all tickets are handled fairly. Here's a breakdown of the strategies discussed:
Create a routing matrix to automatically assign tickets: This involves setting up a system where tickets are automatically assigned to the next available agent in the queue. This ensures that tickets are distributed fairly and avoids agents cherry-picking tickets.
Use the play feature: This feature allows agents to be assigned tickets automatically and randomly, making it more difficult for agents to cherry-pick tickets.
Use the omnichannel routing feature: This feature allows tickets to be assigned to agents based on their skills and availability, rather than just their availability. This ensures that tickets are assigned to the best-suited agent, further reducing cherry-picking.
Also read: Omnichannel Solution With Zendesk for E-Commerce and Retail
Use the Round-Robin app: This app assigns tickets in a circular order to all agents, ensuring that each agent gets an equal number of tickets.
Have a manager assign tickets: If none of the above methods work, having a manager assign tickets manually can help ensure that tickets are distributed fairly.
See who has the worst handling time and confront them about it: If an agent is cherry-picking tickets, it may result in an increased handling time for certain tickets. Identifying agents with a consistently high handling time can help identify those who are cherry-picking.
Also read: Customer Service Winning KPIs
Give an incentive to the best performers: Rewarding agents who perform well can motivate them to work harder and reduce cherry-picking.
Have a better hiring model: Hiring agents who are more likely to be motivated and committed to their work can reduce the likelihood of cherry-picking.
Overall, Dominic's video provides a comprehensive guide on how to tackle agent cherry-picking in Zendesk. By implementing the strategies discussed in the video, businesses can ensure that their customers receive fair and efficient support, resulting in higher customer satisfaction and retention rates.
In conclusion, if you're a Zendesk user struggling with agent cherry-picking, Dominic's tutorial video is a must-watch. It provides a range of effective strategies to overcome this challenge and ensure that your support team is working at its full potential.
Are you trying to apply these methods to your business, but still need a little guidance? We’re here to help, so let’s have a call and figure it out together!