Though customer service departments and contact centers are integral parts of any business and are necessary to helping customers receive information or solve issues, few people look forward to dialing a customer service number. In fact, survey research found that 38% of respondents would rather get a cavity filled than contact a brand’s customer service.
Cyara helps business improve agent productivity and increase customer retention with our agent routing and desktop testing solutions.
From a contact center perspective, this response likely sounds disheartening. Managing a contact center is no easy feat, and there are many moving parts that must be tracked to ensure that every aspect is performing as designed. But customer expectations are constantly evolving, and it’s critical to optimize your contact center’s systems to support top-line business objectives.
One way to ease the strain on your team and deliver quality CX that will delight your customers (and eliminate the idea that contacting customer service is worse than a visit to the dentist) is by testing your call routing and agent desktop systems. Proactively address CX issues, reduce customer and agent churn, and optimize your systems for success.
The Importance of Assuring Customer-to-Agent Interactions
In recent years, much of the CX industry’s attention has been focused on chatbots and other conversational AI-powered systems. While this technology has experienced many advancements, providing self-service customer service options, and providing agentless CX, there are many customer-related queries that chatbots simply can’t address. In these times, it’s essential to ensure that the customer-to-agent pathways are performing flawlessly.
And it starts before your agent even has the chance to speak to your customer. For many customers, call routing and transfers are a point of much frustration.
When your customer reaches out to your contact center, they’re looking for a seamless and easy solution to whatever their problem may be. So, imagine how frustrating it must be for a customer to finally connect with an agent—possibly after waiting on hold for a certain amount of time—and explain their situation in full, only to be told that they were transferred with the wrong department. Now, imagine how your customer might feel if they were forced to repeat this process of waiting and retelling until they are finally directed to someone who can help them.
After your customer has finally reached the end of the cycle and been connected to an agent with the ability to solve their issue, it’s also critical to ensure that your agents have all the information they need to effectively aid. If their agent desktop isn’t designed or performing properly, your agents could even be unable to offer a solution. After all of that, your customer is sure to leave the interaction with a sour taste for your brand.
Assuring End-to-End Performance
Customer-to-agent interactions are essential to forging a positive relationship between your customers and brand. When these CX pathways aren’t performing as designed, it can spell disaster for your business, with the potential to drive your customers to your competitors in hope of better CX.
From the instant your customers call your contact center, they should be presented with a flawless journey. Every time a customer must be rerouted, or an agent has inaccurate information, it can increase their frustration. In turn, your agents will begin to feel the strain, thereby reducing their productivity and ability to resolve customer-related issues.
For many contact centers, call routing and agent desktop testing may feel like a burden. Without the right tools in place, traditional call routing and agent desktop testing is incredibly time-consuming and limited, with manual tests leaving plenty of room for error without much effectiveness. And, as contact center technology evolves and the number of applications makes your CX infrastructure more complex, it has become even harder to effectively verify performance quality.
But the journey to assuring end-to-end performance doesn’t have to be costly and time-consuming. Cyara offers comprehensive, automated call routing and agent desktop monitoring solutions, designed specifically to ensure that your calls and data are routed to the right agent.
Agent Desktop and Call Routing Testing with Cyara
Cyara’s call routing and agent desktop testing and monitoring solutions empower businesses to proactively eliminate CX defects impacting customer-to-agent interactions. Our solutions give you visibility into every stage of the customer journey, from your customer’s perspective, ensuring your CX journeys are performing as intended.
With Cyara’s call routing testing, you can understand how your CX is performing from both the agent and customer perspective. Validate that the agents are receiving the right information—if that isn’t the case, you can then accelerate the troubleshooting and remediation process.
Meanwhile, with our agent desktop testing and monitoring solution, you can simulate real-life interactions to verify that your agents’ applications are behaving as intended. Cyara’s solutions provide data-driven insights, so you can take corrective action as needed and understand exactly where your agents may be experiencing problems while trying to help your customers.
Agent-driven CX is expensive. Studies found that agent-handled tickets cost approximately $8.01, compared to just $0.10 for a web or app-based tool. So, your contact center needs to receive the best results for its value by delivering flawless agent-based interactions. When your CX journeys are performing incorrectly, your customers will know, and it will have a negative impact on your business. Visit our website to learn how you can transform your CX strategy with Cyara’s automated call routing and agent desktop testing and monitoring solutions or contact us for a demo.
