While emerging advances in technology have unlocked new ways for contact centers to interact with customers, they have also created new obstacles. In addition to evolving customer demands and stakeholder expectations, contact centers often face a lot of pressure to quickly innovate, boost customer satisfaction scores, and bolster a business’ bottom line.
Cyara’s AI-Led CX Transformation Platform empowers businesses to ensure their CX pathways are always performing as designed, through every stage of development.
Poor strategies and inconsistent processes make it difficult for contact centers to reach their goals. While a contact center may be able to integrate conversational AI-based systems into their tech stack, it likely comes at the cost of defects escaping into production and leading to poor CX down the line. Or the contact center may take the time to develop a flawless CX journey, but the process took much longer than initially planned.
In these cases, contact centers struggle because they lack a platform that can help assure CX quality at scale. With a unified CX assurance platform, your team can overcome all the common contact center challenges while meeting both customer and stakeholder needs.
1. Lack of Customer Feedback
Research shows that 96% of unhappy customers don’t complain when they experience a bad CX journey. This means that, when a CX-related issue occurs, it could take a long time for your contact center to be made aware; usually not until a customer decides to speak up or voice a complaint. But, by that point, it’s already too late—your poor CX has already driven away many other customers.
A lack of customer insight and feedback can be detrimental to your contact center. Without insight and feedback, you have no way of knowing if customers are happy with the service experience or how you could be improving your CX to truly meet your customers’ needs.
With a comprehensive CX assurance platform, you can monitor your CX journeys from the customer’s perspective. End-to-end customer experience monitoring is essential to identifying pain points and taking action to improve your CX offerings. Cyara’s AI-Led CX Transformation Platform provides the visibility you need to fully understand every step of the process, and then accelerate your improvement and innovation efforts.
2. Multiple Integrations Leave Room for Error
CX journeys are incredibly complex, and increasingly so as companies continue to leverage new solutions and technology. Despite the clear benefits of integrating recent technology and developing new CX channels, the development lifecycle isn’t an easy road. And it only grows bumpier as multiple, inconsistent processes and integrations across development teams are added to the mix.
For many contact centers, development and testing teams work within individualized silos, with each unit maintaining their own processes. This can also include using separate platforms and tools that are specific to their role within the development lifecycle.
The issue? While these individual processes may be effective for a single role in a single team, they leave room for gaps and errors when we look at the bigger picture. As CX development moves through teams, inconsistent testing processes make it possible for errors to slip through the cracks and into production where they can negatively impact your customers.
But comparison, a unified CX assurance platform encourages cross-functional collaboration, enabling teams to work together on a comprehensive solution towards the same goal. Without the gaps created by differing processes and multiple integrations, it becomes easier to identify and eliminate issues before your CX pathway is deployed.
3. Slow to Innovate CX Channels
When it comes to your contact center’s performance, every moment counts. Your customers and stakeholders want to ensure that you’re prepared to deliver flawless CX at scale and that you can meet evolving expectations with new CX options. But it can often feel like you’re racing against the clock to launch new CX channels before your competitors attract your customers.
As mentioned, multiple integrations and inconsistent development processes can lead to issues, both during the development process and in live production environments. Not only does that negatively impact your customers, but it also leads to time-consuming and expensive rework as your teams struggles to retroactively identify and fix issues. Re-work means starting over and can take a lot of time, meaning your CX channels and agents are unable to properly serve your customers until it’s been resolved.
A comprehensive CX assurance platform eliminates the need for time-consuming and costly rework, paving the way for faster innovation. Cyara’s AI-Led CX Transformation Platform provides end-to-end testing and monitoring solutions, allowing you to assure CX quality with confidence through every stage of the development process.
4. Low Visibility and Control
When using multiple integrations and tools to develop your CX journeys, contact centers often struggle with a lack of visibility and control. The jump from one platform to another creates blind spots where defects can manifest and escape notice, only to suddenly appear while in the live environment. These errors have several causes including incompatible integrations, a lack of experience using a platform, or errors hidden under layers of code.
But it can often be time-consuming to crawl your entire infrastructure, checking every integration point and data transfer step. There are infinitely more areas to test and monitor than any company can afford to validate. That’s why a single, end-to-end CX assurance platform is necessary to comprehensively test and monitor your entire development lifecycle.
5. Support Business Goals
Helping your contact center avoid the development lifecycle obstacles listed above will result in direct improvement to your bottom line. Your stakeholders will be happier. Your staff will be happier and most importantly, your customers will be happier.
Every day spent fixing errors in the CX process results in lost time, lost revenue, and lost customers. The more complex the CX process, the more critical it is to thoroughly test every bit of code as it is being developed. A fully integrated CX assurance platform provides the means for testing each step, each integration, each data retrieval process during the development stage. The cost of fixing defects goes up an order of magnitude for each downstream stage in the cycle. Errors found post-development cost time and money, and they can impact the timelines of other projects resulting in even greater revenue loss.
When you use a channel-agnostic, integrated CX assurance platform, you can easily visualize the data flows throughout the entire development lifecycle and into the CX journey. Meeting business goals and quality standards is not accidental when the platform assures the process.
Get Started with a CX Assurance Platform
The road to developing CX journeys is complicated, with many moving parts that can invite vulnerabilities and defects, if not rigorously tested and managed. That’s why Cyara’s AI-Led CX Transformation Platform was designed with ease of use and optimization in mind, so you can confidently overcome common contact center challenges, deliver the intended CX experience and delight your customers.
When you use Cyara, testing and monitoring of your CX journeys becomes easy and painless. Eliminate the wasted efforts, wasted time, and wasted money by incorporating the Cyara CX Assurance platform into your development process. Your stakeholders, your employees and your customers will thank you.