Contact Center Pipeline September 2022 September 2022 - Page 37

On top of the voice quality and connection issues , companies don ’ t have the remote infrastructure in place to diagnose problems , determine root causes , and quickly implement fixes before they become massive problems .
Ones that damage customer satisfaction ( CSAT ), net promoter scores ( NPS ), top-line sales , agent productivity , and much more , resulting in greater churn and a suffering business . How to overcome these hurdles There are three main components of a successful contact center operation . 1 . Adding new self-service channels to relieve agents amid heavy call volume .
2 . Automating repetitive manual tasks wherever possible .
3 . Adopting a continuous CX testing approach to ensure the technology is working properly for all of your remote agents .
AUTOMATION IS ESSENTIAL FOR SEAMLESSLY MEETING CUSTOMER EXPECTATIONS ...
1 . IMPLEMENT SELF-SERVICE CHANNELS
Post-pandemic , the industry is still moving toward a “ virtual first ” structure for customer support interactions .
Research shows that 56 % of people prefer contacting a brand through messaging apps or online chat rather than by phone .
Such self-service channels are ideal for providing customers with immediate answers to frequent questions . So , if you want to get a better handle on increased call volumes without having to hire more agents , this is a key area for investment , particularly now with the U . S . facing a recession .
It ’ s also important to offer customers self-service options for a successful omnichannel approach to CX where they can choose which channel is most convenient for them .
By offering customers self-service channels , such as automated phone responses and chatbots to help with routine inquiries , companies can reserve skilled agents for complex customer queries that require personal attention .
This move and new ability can also cut down on spending if you ’ re able to achieve excellent CX with a smaller contact center . Then , this money can be invested back into the company to bolster other functions that impact business continuity .
2 . EMBRACE AUTOMATION
The human element will always be critical for delivering stellar CX , but the agents ’ skills must be continually supported by technology and automation to drive maximum efficiency .
Automated CX reduces friction , helping customers reach satisfactory – and even loyalty-building – resolutions more quickly and easily .
When automation is deployed within the modern-day contact center , that translates into more control in the customer ’ s hands and even more cost savings in the pockets of the contact center .
Automation is essential for seamlessly meeting customer expectations in the face of continued external uncertainty , especially when you ’ re heading into the busiest time of the year with the economy forcing you to do more with less .
This is where chatbots and IVR systems can be of tremendous help , bringing greater efficiency , higher quality interactions , and overall gains in customer satisfaction . But you still need to give customers the option to quickly escalate to human agents to solve more complex issues .
Manual IVR testing , an infamous consumer of time and money , is another ideal candidate for automation , which can generate many hours ’ worth of increased productivity every week .
The time automated IVR testing saves can also be invested into other critical operations to improve an organization ’ s business continuity .
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TESTING
For instance , many organizations are making investments to retrain contact center agents to help drive sales in addition to managing customer support .
That said , shifting away from a manual testing model means laying out a clear path for implementing automation . And that can ’ t be done without knowing which teams and processes will be impacted by the transition .
In fact , to successfully navigate the path to digital transformation , organizations need a level of visibility into all aspects of the contact center ’ s operations . Which is only achieved through the continuous monitoring and testing of CX systems .
3 . CONTINUOUSLY TEST CX TO ASSURE QUALITY
Staying on top of CX issues and immediately getting them into the development cycle for resolution is critical to business continuity .
CX assurance software helps companies accelerate CX development , increase quality across all digital and voice channels , and assure a seamless customer journey from beginning to end . CX monitoring tools put contact center systems through extensive performance and load-testing , ensuring the systems work at scale . These solutions can provide companies with real-time insights via desktop or mobile phones , enabling customers to identify issues and troubleshoot problems .
Deploying a solution that provides continuous monitoring and diagnostics software gives organizations granular visibility into agent voice quality , connectivity , and other network performance issues .
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