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63% of companies said that they wanted to improve their customer service journeys to meet customer expectations, in fact, it is one of their top priorities.
If you share this sentiment, you came to the right place! If you want to know how to elevate your CX operations, orchestration of CX is one of the most potent ways to do so.
So what is it? CX orchestration is the process of structuring customer experiences through an evolving omnichannel CX landscape to improve service delivery. It can reduce operational costs, encourage new customers, provide cross-selling and upselling opportunities, and foster loyalty.
Here is how orchestrating your CX efforts can drive better results in contact center operations.
In today’s competitive landscape, businesses must have systems and processes in place to respond to customer feedback quickly, ideally in real-time, and failing that, at least within 24 to 48 hours.
However, only 17% of companies said that they have achieved this target. CX orchestration can be utilized to achieve them effectively.
Since one of the core processes of orchestration is eliminating data silos and integrating data from various sources, it can provide agents with a more comprehensive view of customer data—resulting in more well-rounded CX delivery.
The focus orchestration places on omnichannel integration is also a benefit to contact center operations. Unifying the customer experience across various channels like phone, email, social media, and chats provides a much better experience for customers.
Orchestration also enables the automation of repetitive tasks that are low-value-added. This can free up agents to focus on more strategic tasks that deliver a higher value to the business and offer a better experience to customers.
Orchestrating CX allows for better contact center operations by facilitating automation, omnichannel integration, personalization, proactive issue resolution, and enhanced customer journey mapping.
The first step in enhancing contact centers in a meaningful way in this day and age is cloud migration. CCaaS migration is a worthwhile investment that provides improved security, accessibility, scalability, cost savings, and deployment procedures.
CCaaS operations can also seamlessly integrate the omnichannel contact center solutions that are essential for the effective orchestration of CX by establishing a platform with multiple unified channels.
Orchestrating CX is also a valuable consideration to make when migrating toward CCaaS as establishing an optimized process at pre-migration allows for better returns once the CCaaS environment is set up.
Blackchair’s Clarity Automated Discovery Service is designed for this exact need, offering a complete forensic audit of legacy contact center infrastructure and operations to inform & accelerate CCaaS migration.
Identify valuable configurations, eliminate redundant configurations, and identify operational change and habits to drive CCaaS transformation requirements with Blackchair’s Clarity Automated Discovery Service.
Tools like Customer Relationship Management (CRM) software, workflow automation software, analytics platforms, and multichannel communication solutions can be used in various activities associated with orchestrating CX.
Common challenges in orchestrating CX include costs, integration challenges, lack of clearly defined goals, and lack of knowledge/expertise in orchestration. While it may be a challenging procedure, businesses must seriously consider it, as the benefits it provides far outweigh the potential short-term drawbacks.
Businesses can measure KPIs like First Call Resolution (FCR) rates, customer satisfaction scores, and overall operational efficiency. Tracking and monitoring these metrics are vital to understanding the success of the orchestration efforts.
Optimize your contact center operations and set it up for success in CCaaS migration through a complete forensic audit of legacy contact center infrastructure and operations.
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