Let’s face the facts: today’s business landscape is increasingly competitive. The rise of modern technology empowers customers and businesses to communicate from opposite sides of the world. So, while there are many benefits to this increased innovation, it also means that all competitors are battling to stand out from the crowd and attract customer interest. And, as customer expectations evolve, it’s more important than ever to differentiate your brand by delivering exceptional, flawless interactions.
Learn why leading businesses trust Cyara’s contact center testing solutions to improve their CX offerings.
But the journey to developing and delivering flawless interactions is much easier said than done. The call center environment is extremely complex, so it’s critical that your entire infrastructure works in perfect harmony. Even a single issue in your infrastructure can create widespread issues, impacting your customer satisfaction rates, productivity, brand reputation, and revenue.
Failing to test and optimize your systems can put a massive drain on your call center’s resources and organizational efficiency. But, by continuously testing your CX channels, you can begin to deliver flawless interactions that will delight your customers and make your brand stand out from the rest of the competition.
The Problem with the Reactive Approach
Your CX performance is integral to retaining your customers. While good experiences instill a sense of loyalty in your brand, most customers are more likely to switch to a competitor after just a single bad experience. Recent studies have found that 73% of customers will make the jump after experiencing poor-quality interactions, but 79% of customers who have positive experiences would recommend your company to others. When you look at it by the numbers, it’s extremely clear just how critical your CX quality truly is.
But this puts a lot of pressure on contact center teams. Business leaders can put a lot of emphasis on the need to stay ahead of the curve and deploy the latest and greatest technology as quickly as possible. In these instances, testing and monitoring activities are lost in the dust. And that can lead to severe issues down the line.
Throughout the CX development lifecycle, there are plenty of areas where defects can escape notice and slip through the cracks, if the proper guardrails aren’t in place. Businesses that fail to make continuous call center testing a priority are more likely to take a reactive approach to their CX, which means that they rely on their support teams to resolve issues after they’ve already occurred in the live environment. In these cases, support teams are on the back foot, left to play catch-up whenever a customer files a complaint instead of taking a proactive stance.
An Example
For example, your bank deploys a new IVR that will allow your customers to check their account balance, make transactions, and request changes to their investment portfolios. However, because the IVR wasn’t fully tested during development, a defect escaped into production, causing poor audio recognition. In this instance, your IVR cannot understand your customers’ requests, leading to increased frustration and inefficiency.
It’s only after your customers have started filing complaints and your reputation has been damaged that your support team is made aware of the issue and can begin troubleshooting. But it’s already too late. By the time your team can remediate the issue, it’s likely that many of your customers have started researching competitors, and you’ve lost out on key business necessary for your success.
When you take a reactive stance, you’re fighting an already losing battle.
Become Proactive with Call Center Testing
Developing your CX channels doesn’t have to be an uphill climb. When you implement automated call center testing into your CX strategy, you can take a proactive approach to eliminating issues and creating experiences that will leave a positive impression.
In the example above, the IVR’s issues went unnoticed during development because there was a lack of visibility. Without a comprehensive testing solution in place, defects can easily escape into the live environment, where they can wreak havoc and be a detriment to your CX performance.
But, if the team had taken a proactive approach by levering a call center testing solution prior to deployment, the outcome is much more likely to be positive. In this case, the team can identify errors ahead of customer impact. Or, in case an issue does arise in the live environment, a continuous testing solution can alert the team when it occurs and provide data-driven insights that are necessary to accelerate troubleshooting and remediation processes.
Continuous testing and monitoring is necessary to ensure your CX journeys will always perform as intended. Simply put, businesses that fail to test their CX will fail to deliver flawless experiences and will fall behind the curve of their competitors when it comes to pleasing their customers.
Overcome Contact Center Challenges with Cyara’s Comprehensive Solutions
The contact center environment is incredibly complex, and there’s a wide range of issues that may arise. But it’s up to you to put the protections in place to preserve your brand reputation and create quality CX pathways that will delight your customers. That’s why call center testing solutions are critical to your business’ long-term success.
When you choose Cyara’s AI-Led CX Transformation Platform, you can be confident that your CX journeys will deliver flawless experiences that perform exactly as you intended. Our automated call center testing and monitoring solutions are specifically designed to test the entire chain of the CX development lifecycle, from the earliest stages of development through to deployment and beyond.
Leverage automated performance, functional, regression tests, and more, to proactively identify and eliminate any potential risks that could endanger your CX performance. You can also use the tests’ data-driven insights to determine the best ways to improve your CX channels, so you can always remain competitive and meet your customers’ evolving needs.
There are many CX-related risks that can stand in your way, but you can achieve your CX goals and support top-line business objectives when you invest in the right call center testing solution. Visit cyara.com to learn more about our specialized solutions or contact us today for a personalized demo.
