March 24

Revisiting the most common frustrations in contact center transformation and exploring the lessons learned

The evolution of CX delivery is an ongoing process for businesses seeking to improve the overall experience they provide to customers. As businesses continue to prioritize customer satisfaction and engagement by adapting the latest innovations to modernize CX delivery, contact center transformation is becoming increasingly important as a vital step organizations seek to take in line with these efforts. 

Emerging technologies, such as the increasing maturity of CCaaS solutions and preliminary-level AI integration into contact center interactions and solutions present businesses with attractive returns from opting to pursue CX transformation.  However, this is a complex process that can lead to frustration for organizations when rushed, particularly for businesses that are still dealing with legacy vendors and systems. 

Hence, with more organizations focusing on contact center transformation, it’s important to revisit the most common frustrations in this transformation and review the lessons learned, to avoid encountering them when you make your CX migration. 

In this industry update, we’ll explore some of the most common frustrations and what businesses can learn from them.

Ill-fitting and superficial systems create a need for custom development

Many contact center solutions are usually built as cookie-cutter solutions to match the needs of a range of organizations to varying degrees of success and are relatively superficial. 

While they provide companies with many settings to explore, issues arise when businesses need to make them work with other contact center tools, driving a need for custom development to make this connection. 

As skilled developers become increasingly hard to find, many organizations either hit a wall in their transformation efforts or pay through the roof for customer development. 

The lesson learned is that managers and development teams must think about how to add a new system into the contact center environment and how the platform can be changed or evolved later down the line. 

Businesses should therefore, clearly define their current and future CX requirements with reliable and automated pre-migration CX forensics and auditing for the necessary insights to respond with a CCaaS platform that is the ideal fit for you to accelerate future transformation projects.

Lacking a clear understanding of the customer journey

One of the most common frustrations in CX transformation is a lack of understanding of the customer journey. 

Without a clear understanding of the customer’s journey, it’s difficult for businesses to know where to focus their efforts toward improving the experience. This can lead to wasted time, money, and resources.

To overcome this frustration, businesses must take the time to map out the customer journey. This includes understanding each touchpoint the customer has with the business, from initial contact to post-purchase follow-up. 

The main lesson learned is that by clearly mapping out the customer journey with the help of accurate CX insights, businesses can identify areas where the experience can be improved and focus their efforts on those areas.

Siloed data due to an excessive integration of bolt-on channels

As customers use more channels to interact with businesses, companies must introduce different platforms into their contact center environments. 

While bolt-on strategies, which involve adding functionality to an existing ecosystem, can help, they often lead to siloed data and teams as well as fragmented customer journey views, distributed across different ecosystems- where different teams within a business will collect and analyze data separately, leading to a disjointed view of the customer experience. 

This can make it difficult to identify trends and make data-driven decisions. The lesson here is that businesses must consider why integration barriers occur and incorporate these learnings into future tech projects. 

By doing so, organizations can build a more agile customer service environment by breaking down silos and ensuring that all teams have access to the same data. Using a powerful auditing tool for CX administration and alignment of operations can ensure that all systems and teams are aligned on achieving the same CX goals

Enhance CX delivery and achieve a successful contact transformation free from frustration by leveraging class-leading pre-migration CX forensics 

The first step to delivering successful CX transformation in a hassle-free and informed way is to get an in-depth understanding of your CX environment through reliable and insightful CX forensics

Therefore a clear understanding of how your contact center can evolve to integrate the most suitable practices and technologies can go a long way in avoiding pitfalls and frustration.

Armed with the learnings derived from reviewing the common issues that uninformed or rushed CX migrations lead to can enable contact centers to avoid them and transform successfully to become future-proof and better equipped to meet the rising expectations of today’s customers.

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