As organizations stay with one CX solution for a few years, “dirty data” accumulates, vectors are added and disused, applications lose their utility and are put aside, and IVR scripts are adjusted and reworked multiple times until they become confusing to use.

None of the data is flushed out but stays in the solution, creating a bloated backend that is difficult to navigate and undermines efficiency.

This can create several problems for managers; CX agents will have a hard time getting work done on time because there are so many vectors in their IVR scripts, engineers will struggle to troubleshoot and identify errors on time, and business users will find it difficult to navigate through the system.

These technical issues eventually can lead to CX problems, such as falling first-call resolution rates (FCR), declining operational efficiency, and rising costs.

Unfortunately, instead of diving deep into the platform and understanding the underlying issues causing these problems, managers will most often resort to quick-fix solutions—hiring more people to work on the solution or reallocating entire departments to resolve the issue, for example.

This only leads to temporary relief before managers face the same problems of rising costs and poor CX.

Managers also cannot perform a deep dive because they lack the means to do so. Most CX solutions have a complex, technically-demanding backend and it is difficult to audit the system to determine how valuable or invaluable it is.

An audit, especially if done manually, will not give the latest information, which is problematic when it comes to implementing the latest fixes.

Bringing transparency to your CX environment

Resolving these issues would require organizations to clean out their dirty data. Cleaning outdated or irrelevant data from your platform can reveal what is being used on your platform as opposed to not being used. This would enable you to gradually phase out legacy data and systems and focus on what is relevant to daily operations.

Having the data would provide a rich body of data on CX configuration and business changes, giving critical stakeholders insights into how the platform is being used. This will be useful if the organization is planning an ambitious project down the line, like migrating to a new platform. Furthermore, it would reduce operational costs, improve efficiency, and raise productivity.

Here are a few steps you can take to achieve these results.

Automate the auditing process

Auditing the platform cannot be done through manual means. A manual audit, done even by the most skilled engineers, would require a lot of time and effort. Not to mention, it would be prone to errors and mishaps.

Instead, managers should consider automating the entire process. Conducting an audit using an automated solution means the audit can be done autonomously without engineers having to get involved, making it easier to schedule an audit when needed. Furthermore, this would reduce the cost of doing the audit, making it more cost-effective to produce.

Centralize multi-vendor management

There may be circumstances where organizations are working with multiple vendors within their ecosystem, which only makes the system more complex to resolve. Resolving this situation would require organizations to centralize management of the ecosystem, using a generic interface where it is possible to access different CX platforms from a single location, helping to streamline CX management in a multi-vendor system.

Leveraging a generic interface would grant CX engineers the ability to monitor configuration flows throughout the ecosystem from one place, making the entire process more feasible and easier to perform.

Optimizing CX delivery to maximize ROI

As customers continue to elevate their standards, it leaves very little room for errors in internal operations.

If organizations are to meet these rising standards while cutting operating costs, it would be necessary to clean your ecosystem of dirty data and ensure that only useful data is within the platform.

This is where an automated CX management platform becomes invaluable. It would allow organizations to centralize the management of a multi-vendor CX solution and automate auditing across a vast ecosystem, making it easier to identify which data is not being used and which is still useful to users.

Having such a platform would allow organizations to monitor their solution in real-time to study configuration changes and business behaviors, creating a rich lake of useful data that can help the organization in other ambitious projects like migrating to a new platform