How To Pick The Best Solution To Improve Contact Center Solution Management
In 2023, organizations in the US lost over $1.3 trillion as a result of consumers switching brands after receiving bad customer service. Given the importance of high-quality CX in fostering a positive relationship with customers, it is not surprising that 81% of organizations view CX as a competitive differentiator. Consequently, organizations are actively seeking ways to improve CX quality while reducing costs, aiming to maximize ROI and transform it into a profitable aspect of their business. Consequently, we are witnessing a growing focus on contact center solution management within organizations.
The ideal management solution has the potential to double productivity and significantly reduce costs. However, selecting the optimal management platform can be challenging as many organizations struggle to differentiate one solution from another. Fortunately, finding the perfect solution for managing the platform can be made easier by following the ideal criteria.
What should you consider when improving contact center solution management?
Consider the following features, and you will find it easier to select the right solution. Here are just a few of the features to consider when choosing your contact center management solution.
Automate repetitive operations
Managing a CX platform and solution involves various repetitive tasks that can burden engineers’ time and productivity. However, automating these tasks can empower engineers by providing them with a tool that can handle the workload, freeing them up to focus on more demanding work. This enables more tasks to be accomplished within the same timeframe, resulting in a more productive platform. Moreover, organizations will find it easier to enhance productivity and streamline complex processes, fostering a more efficient work environment.
Create a persistent configuration record
A persistent configuration record refers to an expanding log of all configuration actions occurring within the platform. It should provide insights into the changes made, the individuals responsible for them, and the timing of the modifications. Maintaining a configuration record offers several advantages for engineers and agents. For instance, it streamlines the auditing and troubleshooting processes by enabling engineers to easily track the modifications made. Simplified auditing and troubleshooting have multiple positive outcomes, including swift and responsive issue resolution, which enhances Mean Time to Resolution (MTTR) and platform stability. In the long run, having a persistent configuration record can yield numerous benefits, making it an essential aspect of contact center solution management.
Identify and eliminate redundant configuration data
When working with a large, complex platform with thousands of users, redundant configuration data inevitably builds up. As engineers install and discard various software and platforms over time, it leads to the accumulation of redundant data and configuration settings that have no value to the ecosystem but weighs down performance. Eliminating redundant data is not an easy task because it is impossible to determine the most redundant data and configuration settings from the most important ones. However, a CX management solution can help identify redundant data and configuration settings, making it easier for engineers and agents to delete the data.
Create specific templates to complete tasks
Business users require access to the system to perform specific functions. However, if some of these users are unfamiliar with the platform, they may unintentionally disrupt work and compromise the overall stability and performance of the platform. Additionally, business users cannot solely rely on engineers for assistance without burdening them. Fortunately, there is a solution to address this issue; investing in the appropriate contact center management platform that can streamline the process. Certain management platforms offer the capability to create customized templates, enabling business users to perform basic functions without the worry of disrupting the CX platform.
Choose the best CX management solution
Picking the correct solution can aid contact center solution management and turn it into a more efficient process where more can be done in less time. Furthermore, the right management solution can improve operational oversight by tracking operations across the CX ecosystem using a variety of metrics that can provide insight into ongoing CX operations in real-time to improve monitoring and oversight, making it easier to determine the status of the CX solution while identifying areas for improvement.
Furthermore, it would help organizations to create a more distinctive CX experience that will help boost customer relationships, which improves revenue and reduce costs in the long run.
