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Now, the CX industry is rapidly transforming to the point where: 

– Omnichannel customer engagement is becoming more important 

– CCaaS is becoming an AI hub for improving CX 

– Enterprises with an on-premise infrastructure risk being left behind 

To that end, several CX organizations are determining the best way to make the transition to ensure that it is as efficient as possible, while minimizing technical risks.

How CX centers are making the transition

To adjust to new industry norms, enterprises have to make significant changes to their CX infrastructure. 

Flexibility is key 

Flexibility will be key for making this transition because the path forward for CX centers will be far more trial-and-error and piecemeal. 

This is because AI and CCaaS are likely to transform CX center applications, customer behaviors, and preferences, and CX personnel need to be gradual about the change to capture as many benefits of these systems as possible.  

Research and planning is essential

CX centers are also making the transition as smooth as possible by gathering as much information and insight as possible to better understand what tools and innovations are best suited to accomplish an organization’s goals and objectives.  

Making a gradual transformation

Most CX organizations are still establishing the optimal path to automated, omnichannel engagement by determining the specific parameters that work best for them in a post-pandemic environment. 

CX teams are also making the transition by identifying areas where they are struggling, finding the right software, and deploying it in a manner that guarantees results. 

Having a degree of flexibility within CX operations allows organizations to transform their operations in a way that best suits their business model, allowing for an efficient, if not gradual, transformation of CX operations.

Adapting new CX models 

Every CX center has its unique model for deploying CX and most find themselves having to adjust their model to meet these new challenges. 

The pandemic forced many CX organizations to adapt overnight to new working conditions. 

While we initially believed that most centers would adapt a remote working model, studies show that this is not as clear-cut as it should be, because most CX organizations are still fine-tuning their operations to adjust to a post-COVID-19-workplace and make their transition as smooth and efficient as possible.

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This is because the key to maximizing CX ROI is improving customer retention through higher quality CX services. 

To provide a high-quality CX service and maximize ROI, however, contact centers need to obtain a deeper understanding of their customers.

Exploring the connection between customer insight and CX ROI

Understanding what customers want can boost the quality of CX services, which leads to higher ROI.

Better insight into customers allows CX centers to answer several, critical questions to improve their customer service. 

Questions like: does the current omnichannel CX setup match customer needs? Are there any bottlenecks hindering their journey? Finding answers to these questions can help CX centers improve the quality of their service.

With this level of insight, CX centers can optimize their channels by removing bottlenecks and creating more flexibility across their operations that can expand and contract to match call volume.

Improving customer service can, in turn, improve retention rates and reduce the cost of running a CX ecosystem. These are all building blocks to improving ROI.  

To delve deeper into understanding your customers, however, you need to have the right technology in place. This is where a CX management platform becomes essential. 

Deepening customer insights using a CX management platform

The platform can provide real-time insight into how customers interact with the CX ecosystem. With this insight, CX agents can better understand where customers are coming from and what kind of support they might need.

This data can then be leveraged to improve customer service, which leads to better retention rates and higher ROI.

Furthermore, CX centers can use management platforms to optimize their CX ecosystem by automating operations, orchestrating complex functions, and maintaining a consistent configuration—which is crucial for providing agile, efficient CX service.  

Optimize omnichannel CX service with Blackchair 

The Blackchair management platform can automate functions, reduce manual work, and improve operational efficiency to provide agile, cost-efficient customer service and optimize complex multi-vendor CX setups. 

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In recent years, however, we’ve seen several events and technological developments that have forced CX centers to reassess the way they provide their services. Today, they need to lean towards a more flexible model—both from a service and operational standpoint to make customer service more streamlined and useful and reduce operating costs. 

Let’s explore some of the key factors that are changing the way the customer service industry works.

Why is flexibility the new norm for contact centers?

There are several developments pushing CX centers to adopt more flexible services.

Evolving CX technologies are changing the game 

New CX solutions, such as cloud-based AI solutions are expanding the scope of what is possible for contact centers. 

CX solutions allow companies to automate many manual operations, allowing agents and engineers to work more efficiently than before. Cloud-based solutions also reduce the need for large and expensive servers. 

Today, these technologies have expanded the scope of what is possible for CX centers to execute, not to mention, on a faster timeline and with higher customer satisfaction.

Customers want omnichannel services

Modern consumers use several forms of communication, such as SMS and chat, and now expect their businesses to communicate with them on these mediums. 

Beyond accessibility across different mediums, however, there is also the growing importance of self-service options. Over 88% of customers now expect their business to provide self-service methods that allow them to resolve certain issues without having to call a CX agent. 

The push for more accessible services will continue into the next few years, making flexible CX services important.

Work from home is the new norm

The recent COVID-19 crisis accelerated a trend that was already in motion, which is the rise of work from home arrangements. 

With CX agents, engineers, and business users working in different locations, nowadays, CX systems must be flexible enough to be used across a vast network. In this case, a flexible system would be accessible and easy to use, leading to lean and efficient operations. 

Flexibility is also crucial for WFH operations because employees require access to a sophisticated backend that is free of the restrictions from physical servers.

Transform your backend operations into an industry-leading model of flexibility with Blackchair

To transform critical resource optimization, provide better services to your customers, and reduce operating costs, turn to solutions that are designed to help you meet the needs of the future. 

At Blackchair, our platform can revolutionize your backend operations to make them more flexible and efficient than ever before.

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According to key findings, customers want the fastest channel for completing work though what counted as a “fast channel” changed, depending on demographics—31% of Baby Boomers say the website was the preferred channel, while 31% of Gen Z say they prefer to speak to a CX agent.

Although this is related to insurance, it is an indicator of what customers are expecting from their CX services. Speedy omnichannel CX service can help them resolve their issues effectively; other factors that determine customer service quality include provider availability, digital experience, and claims. 

Customers want service to be swift and responsive, resolving issues as soon as possible while valuing additional support services.

Many contact centers are investing in software that augments technical capabilities while improving the soft skills of their CX agents for better customer service. For example, some of the latest solutions aim to improve CX agents’ communication skills, so they are more empathetic to customer needs. By improving listening skills, customers can resolve their issues faster, raising the value of customer service.

Customers now expect CX centers to resolve issues speedily while also being sensitive to their needs. Those CX centers that provide this level of service will see them stay one step ahead of their competitors. 

Bring fast responsive service to your customers with Blackchair

Looking to improve the quality of customer service? Blackchair might have a solution for you. Our CX management solution uses automation technology to optimize the CX platform so that your CX agents can operate in a more transparent, efficient environment. A transparent environment can help your CX agents provide a higher quality service.

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In August, Genesys, a renowned CX provider in the industry, announced the release of new automation technologies to their platform. The technology was directed towards understanding customer intent to help CX centers deliver a more empathetic experience to their customers.

Some of these technologies include asynchronous web messaging, which will enrich the traditional web chat experience, and “Intent Aware Bots”, which use text analytics to detect customer intentions by analyzing speech patterns in real-time.  

These strategic releases by Genesys indicate a trend towards providing personalized experiences to customers. 

The goal of personalized customer experience is to resolve issues more efficiently, reduce operating costs, and improve the quality of the experience from the customer’s perspective. CX centers aim to accomplish this by automating part of the CX management process. More specifically, the part related to managing customers. 

This development means that companies providing automated tools will grow, as was the case with Xdroid. 

Xdroid, a speech analytics company, announced significant growth in the first half of 2021 by expanding its customer base by over 50%. 

The company revealed that it had won contracts for over 12,000 agents, from different companies, like the HRMC. These businesses can use speech analytics software to analyze calls, which can be used to improve customer service. For instance, the HRMC could analyze over 30 million calls a year using Xdroid software.

Why is customer experience becoming more important?

Studies reveal that customers put far more emphasis on how agents interact with them and use it as a determining factor for doing repeat business with the company.

Hence, businesses with a reputation for providing service sensitive to customer’s needs will have an easier time winning them over. 

To improve the quality of service, CX centers are investing in software that enables them to analyze millions of messages in real-time to provide better service. 

Better customer service also mitigates the damage done by bots, which is a growing problem in the CX industry. They hurt business profitability and undermine client relationships. Over 80% of businesses have stated that bots have harmed the customer experience.

Investing in better CX technology can help build better relationships with customers, combatting the adverse effect set by this troubling development.

Improve customer experience management with Blackchair

The Blackchair CX management solution can help you raise your customer experience standards by turning your CX solution into an agile, responsive platform, giving your agents the ideal environment to provide high-quality service to your customers. 

Contact Blackchair to learn more!

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The growth of AI in CX management and customer service

Cortical announced the release of Contract Intelligence 4.5, an AI software that automates searches, extracts, classifies, and compares key information from structured and unstructured documents, making it easier to manage and structure information.

Meanwhile, Yellow.ai, the conversational AI and customer experience (CX) platform, has grown by over 470%. The rapid growth can be attributed to investment funding and the rapid onboarding of customers. 

The growth of Yellow.ai and the announcement of Contract Intelligence 4.5 shows that AI will be an integral part of CX operations. 

Artificial intelligence software can improve the quality of CX service and reduce the cost of operations and if contact centers are to thrive in the future, they would need to invest in AI software.

Why is AI so prevalent in CX operations?

AI will be an integral part of CX operations as a result of the benefits the technology provides. 

Artificial intelligence can help reduce operating costs by removing unnecessary steps in administrative and technical operations. The streamlined workflows would help reduce operating costs, allowing CX engineers to complete work more efficiently.  

AI interfaces can also improve the quality of customer service and automate customer service functions; this means that contact centers can service more customers, leading to better FCR rates and higher satisfaction rates.

The technology can assess customer data, allowing contact center managers to determine upsell and cross-sell opportunities, all of which can improve revenue and raise CX ROI.

Automate CX Management with Blackchair

Our CX management platform allows you to automate complex CX operations to optimize your workflows so you can improve productivity and operational efficiency. 

Use the Blackchair platform to maximise CX ROI and alleviate the quality of CX services.

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