With the industry undergoing a remarkable transformation, CX centers need to adapt to meet changing expectations, or risk placing tremendous strain on CX agents.
One such change is that the average customer uses nine different channels to interact with enterprises, placing CX agents under strain and extending response times where they would take days to respond to an email.
The solution to these challenges seems clear—automate CX functions to improve response times and reduce the strain on CX agents.
Implementing this solution, however, is not as clear-cut as simply deploying automation. This is because the challenges of building an omnichannel CX center are complex and multifaceted, requiring input from different facets within an organization, such as digital transformation, sales, and marketing.
Integrating an automated solution will also have expansive effects on a company’s culture, business objectives, and even the type of systems that are used.
That’s why, if CX centers are looking to optimize CX center operations, they would have to deploy automated solutions thoughtfully and strategically.
This is because a company that makes modest CX improvements will earn an additional $775 million over three years.
While there are many ways to tackle the project, one effective method for deploying CX operations is to target operations that are time-consuming and provide little value upon completion.
For example, assessing configuration data takes a lot of an engineer’s time, providing little value in return for this heavy time investment to complete the task manually.
Automating data assessment can reduce the time taken to complete tasks and increase the value gained out of the process.
This would also reduce your staff’s workload, improve productivity and positively affect critical KPIs such as average handling time (AHT).
Deploying automation in a thoughtful way
The key to success when deploying automation is to devise a plan that will allow personnel to survey the architecture and identify bottlenecks or vulnerable processes that undermine CX productivity.
Using the right technology will help you assess your solution further, an automated CX platform is useful for studying systems.
You can decide how your solution will affect your organization’s performance. For example, what KPIs would be affected, and what value-added tasks your team can take once their manual tasks have been automated.
A methodical approach to automation will allow organizations to benefit from the technology by maximizing ROI. It also helps mitigate the risks involved and cut down on unexpected disruptions.