There’s no avoiding the ticking clock in the customer service industry. Every minute counts, as your customers expect low time on hold and your time to resolution marks the difference of how many customers may be experiencing CX issues in real time. Your customers are well-aware of exactly how long each interaction takes, and your team’s efficiency is calculated by average handling time. Put altogether, the clock determines whether your CX journeys are truly successful.
Cyara’s real-time CX monitoring solutions empower you to accelerate mean-time-to-repair and take fast corrective action whenever a CX defect emerges.
But it doesn’t end at the customer level. The importance of timeliness and efficiency is extremely important within your own contact center. Namely, how long it takes for IT to identify, troubleshoot, and address CX issues. If your support teams lack the right toolkit, it can take a long time for errors to be discovered and eliminated.
The clock is always ticking, and it’s up to you to make the most of your team’s precious time with automated contact center testing.
The Drain on Your Team’s Time
With the rise of remote and hybrid work in recent years, cloud contact centers have allowed agents and support teams to work from all corners of the globe, replacing in-office environments. While these changes have presented many key benefits, it has also cost some companies valuable time, money, and energy when trying to combat CX issues.
The distance between teams is a modern challenge, in which IT teams must rely on agents to provide insights into any issues that arise. For example, if an agent is experiencing latency when trying to call a customer, your support teams must try to troubleshoot the issue based on what the agent tells them. This process can be extremely difficult for both ends, as the agent may lack the technical know-how, while your support staff lacks visibility into the remote environment. All the while, your agent is unable to support your customers.
In other instances, your team may be unaware that the issue even exists in the first place. Perhaps your agent is experiencing a poor network connection on their home internet, which causes their audio quality to degrade just enough that your customers have some difficulty hearing what your agent says. But, because the defect doesn’t completely disrupt the interaction, your agent answers several calls, entirely unaware of the issue until, finally, a customer complains.
This second example marks an even bigger issue. Without continuous contact center monitoring into your agent’s environment, the issue went unnoticed, continuing to create poor-quality customer interactions. At this point, your team has fallen behind the pace and can only react to the issue to mitigate the harm to any future interactions.
Promoting Organizational Efficiency in Your Contact Center
We all wish that CX defects could be resolved within the blink of an eye, but it simply isn’t the case. Without the right tools in place, it can take IT up to several hours to troubleshoot and resolve issues. During that time, your support team and agent are too tied up in the process of remediating the issue to perform other tasks.
Prior to implementing Cyara’s solutions, Blue Shield of California’s team felt the pressure to quickly resolve CX issues. The team previously lacked control and visibility into the end-to-end customers journeys, which made it difficult for IT to identify and address issues. With Cyara, Blue Shield of California significantly improved its incident management and prioritization. By utilizing 24/7 monitoring solutions, the team gained a better understanding into how individual components affected customer journeys and has been able to collaborate across silos to cut down the time necessary to resolve CX issues.
The lack of visibility and control over the agent environment in cloud contact centers is an immense hurdle. But you must overcome this obstacle if you want to improve your team’s productivity and promote long-term organizational efficiency.
With an automated contact center testing solution, your team will benefit from real-time insights and alerts, which will identify when an issue emerges in the remote environment and provide direction during troubleshooting. You can empower your team to cut down the time spent diagnosing issues and be able to dive right into resolution to get your agent back online in record time.
Putting Time Back into the Day
It’s impossible to turn back the clock, but automated contact center testing and monitoring puts time back into your day by cutting out the time-consuming processes that drain your team’s bandwidth. With less time spent troubleshooting, your support teams can focus less on agent-related tickets, and your agents can quickly return to responding to customer queries.
In addition to time, you can also better allocate your team and resources. Without needing agents to add extra work into their day to cover for any team members waiting for CX issues to be resolved, you can ensure that you’re not overburdening or underutilizing your staff.
Cyara’s Contact Center Testing Solution
Cyara’s AI-Led CX Transformation Platform provides you with the automated testing and monitoring solutions you need to ensure that your omnichannel journeys are performing as designed, with reduced cost and risk.
By partnering with Cyara, you can easily perform continuous contact center and emote agent environment testing. Seamlessly track, manage, and resolve CX issues in the remote agent monitoring by conducting system health checks and accessing real-time alerts, so you’ll be the first to know when an error occurs.
With Cyara, you can:
- Save up to 4 hours of troubleshooting per agent-related issue.
- Reduce agent downtime by up to 50%.
- Significantly improve agent productivity and reduce churn.
Time is of the essence, so there’s simply no time to waste when it comes to delivering exceptional CX. With contact center testing, you can regain visibility into the remote environment, saving your team’s valuable time and resources. Visit our website or contact us to request a demo and learn how you can transform your CX strategy with Cyara.
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!
