According to a survey conducted by Genesys, approximately 70% of customers feel that a company is only as good as its customer service. Today’s customers are looking for rapid and reliable solutions to their problems, and it’s up to your contact center to meet evolving customer demands. Failing to do so can greatly hinder your company’s potential for success.
But contact centers encounter pressure on more than one front. Business leaders want to see a return on their investment in new contact center technology. However, there are various obstacles that can make it difficult for contact centers to keep pace with rising expectations.
Cyara’s automated contact center performance testing solutions helps businesses conduct end-to-end testing, promote organizational efficiency, and address the issues that may hinder long-term success.
1. Remote Environments
Off the back of the COVID-19 pandemic, the way people work significantly shifted towards work from home and remote ecosystems. Businesses that had already migrated their contact centers to the cloud prior to the pandemic found themselves with a distinct advantage, enabling agents to work from home instead of centralized office locations. This prompted many who were considering a cloud migration to move ahead with or accelerate those plans. And, while these remote environments have allowed for many benefits—such as the ability to recruit talent from anywhere in the world—home networks have created new challenges that can significantly impact your CX quality.
For example, if an agent has a poor internet connection while trying to use your contact center’s remote applications, they may suffer from dropped calls, downtime, or other problems that affect their ability to connect with your customers.
Cyara’s AI-led CX Transformation Platform allows you to overcome these types of challenges with our real-time agent monitoring solution. Swiftly identify, troubleshoot, and fix the errors that can negatively impact your agents’ ability to support your customers. Identifying issues when an agent begins their shift and empowering them with self-help guidance to resolve issues improves agent satisfaction and efficiency, which leads to improved customer experience.
2. Compliance and Regulatory Risks
With the rise and evolution of new technology, it feels like privacy and security laws are constantly changing to protect consumers from bad actors. While these regulations help secure sensitive data, your contact center requires a lot of time and energy to keep up with these frequent changes.
But compliance is about more than just following strict guidelines. For contact centers, compliance is a way to build stronger ties with your customers and promote trust in your brand. Think of it this way—would you buy something from a company that won’t adhere to legal obligations regarding your privacy?
Additionally, compliance needs are often overlooked when testing an IVR or chatbot system. With rigorous regression testing you can ensure adherence with regulatory voice prompts and passive security compliance for your web enabled chatbots. These ongoing safeguards can help identify potential problems before your customers do.
Continuous contact center performance testing is essential to maintaining control over your contact center infrastructure and interaction flows. If there are any defects that can be manipulated by hackers, for example, then it’s up to you to identify and address the errors before something bad happens. In turn, when your customers feel safe, it’s likely that they’ll continue to return to your brand in the future.
3. Agent Burnout
If a contact center is a machine, then your agents are the gears that keeps the machine chugging along.
However, as important as skilled customer representatives are to your company’s longevity, many companies are finding it difficult to retain talent. Contact centers that struggle to maintain high performers must overcome challenges such as understaffing, knowledge gaps, and increased costs to recruit and train new employees. In addition, remote work environments threaten to undermine agent productivity and cross-functional collaboration.
By leveraging continuous monitoring tools, you can gain a deeper understanding of the agent environment and pinpoint areas of improvement that may be leading to high turnover rates. You may also uncover previously undiagnosed patterns in quality issues tied to the underlying infrastructure. For example, if an agent is experiencing network connectivity issues frequently, it could degrade call quality and lead a customer to become frustrated with the agent. Instead, if you identify and address the quality issue ahead of time, you can eliminate the problem, leading to a happier customer and less stress for your agent.
4. High-Volume Traffic
Consider the challenges facing a large-scale department store chain, with a holiday or high-volume selling season rapidly approaching. It’s imperative that your contact center is prepared to handle a massive spike in customer interactions. Without your contact center prepared to support this sudden spike in traffic, you know that you could lose out on key sales driving the offset of sales that get you through the slow seasons during the rest of the year.
In cases like these, you must verify that your CX journeys can be pushed to their very limits with end-to-end performance testing that simulates your real-time traffic patterns across all channels as much as possible. Otherwise, high volumes of customer traffic can slow down chatbots, clog your phone lines, or, worse, cause downtime, during which period your customers will likely turn to your competitor.
Contact center performance and load tests stress test your CX journeys and discover weaknesses that could only appear during these sudden periods of peak customer interaction. Then, when the time comes and your systems need to perform, you’ll have already ironed out any potential issues.
Proactive Contact Center Performance Testing
When it comes to delivering flawless CX, you can’t afford to cut corners in contact center testing. By testing and monitoring your infrastructure, you can identify the cracks in the foundation before it’s too late and take proactive steps to ensure that your customers aren’t impacted.
Contact us to find out how Cyara’s AI-Led CX Transformation Platform can help you deliver exceptional CX.
Meet Us at CCW!
Interested in learning how Cyara can help you transform your CX strategy and assure quality? Join us at Contact Center Week in Las Vegas, June 3-6!
