Tackling CX Challenges Head On Using Automated Contact Center Solution Management

Research reveals a growing disparity between CX leaders and business leaders. While most business leaders are starting to realize the value of high-quality CX and want it to be an integral part of their business operations, they understand it does not match up with their intentions.

Over 89% of CX leaders believe that business leaders have unrealistic expectations of them. A problem that is further compounded by growing call volumes, technical faults, and the inability to innovate.

If CX leaders are to resolve these issues and help organizations deliver the value of CX, they need to reassess their process. In this article, we are going to take a look at how CX leaders can resolve their problems and improve CX delivery with contact center solution management.

Why are some of the problems occurring?

The pandemic has been a blessing and a curse for the CX industry. On the other hand, the need to work from home forced the industry to make massive changes to its infrastructure overnight through a hasty migration to a CCaaS.

This hasty migration would lead to several technical problems that continue to plague performance and productivity. For example, 66 percent of contact centers stated that the frequency of outages increased over the past year, while another 69 percent reported voice quality issues over the same timeframe.

On the other hand, the pandemic exposed business leaders to the importance of CX. During this tough time, most businesses were flooded with a massive increase in call volumes, and the organizations that could meet this demand retained most of their customers and even won over new ones. Over the past few years, business leaders realized that CX could be a massive contributor to business growth and set high standards and goals.

However, the hasty migration to CCaaS left many CX leaders in an unenviable position where they are constantly putting out technical fires while dealing with a massive call volume. Many leaders are taking the approach of bolstering the number of agents working to deal with the rising volume. But this leaves them with little resources or room to substantially improve CX standards, denying them opportunities to streamline complex processes while also increasing operating costs.

To meet rising call volume, streamline processes to reduce costs, and innovate to make lasting improvements, organizations need to make substantial improvements to contact center solution management.

What can be done to resolve these problems?

Making substantial improvements to contact center solution management can help CX leaders address these issues and improve productivity.

An automated contact center management solution can help organizations streamline CX operations to reduce costs and improve productivity. The solution is perfect for simplifying configuration management, including critical tasks, such as troubleshooting and error-fixing. This would allow CX leaders to streamline this complex process while doubling productivity, allowing them to address technical issues quickly.

Addressing technical issues quickly would allow CX organizations to improve platform stability while reducing the workload on CX engineers, freeing them up for more experiential innovative work.

Investing in a management solution can help streamline experimentation and innovation while minimizing disruptions to work. A management solution comes with separate development, production, and deployment windows within the solution that would allow engineers to type code, run tests, and export them to the production window.

Critically, leveraging an automated management solution can help turn the CX platform into a more transparent solution. Higher transparency means business personnel can make configuration changes to the platform without disrupting operations. Having this level of accessibility allows business personnel to better understand CX performance and set more realistic goals down the line. Furthermore, business personnel would be free to make changes, reducing the workload on CX engineers.

Building a more productive CX infrastructure

The CX industry has been beset with challenges in the past few years because of unexpected exogenous events. Responding to these events has led to some serious technical challenges they have to overcome. Hence, optimising contact center solution management can help CX leaders improve CX infrastructure to deliver an exceptional employee and customer experience while making it more productive and efficient.