October 20

Eliminating contact center transformation failures through CX automation

Contact center transformation is the process of overhauling traditional forms of customer service to cater to the ever-changing needs of the contemporary market. This primarily involves cloud migration initiatives.

The main driver behind this shift is the recognition of contact centers as an asset that can foster better customer relationships—enhancing efficiency and driving revenue growth. Three-quarters of contact centers already operate in the cloud, allowing them to be more business-centric and strategic in their operations.

However, the shift to a fully cloud-operated contact center is no easy endeavor. Apart from the complexities of acquiring buy-in from internal and external stakeholders and aligning transformation initiatives with customer needs and goals, businesses face a range of challenges that can result in contact center transformation failure.

Let’s take a look at some of the most common vectors for failure and how they can be counteracted through CX automation.

Solving contact center transformation failures with CX automation

52% of customers would not think twice about switching to a competitor after just one bad experience dealing with a business. Creating meaningful and positive interactions with customers is now more important than ever, and that’s precisely what CX automation facilitates.

Here is how CX automation can help dismantle the most common forms of failure faced by businesses when engaging in contact center transformation initiatives.

Complexities in cloud migration

Migrating legacy workflows and configurations into a cloud CX environment is one of the most common challenges for companies undergoing contact center transformation.

Automated CX tools facilitate a smooth migration end-to-end, from pre-migration to CX migration and post-migration phases. It also facilitates security management and compliance, enabling a robust and secure cloud infrastructure for contact center operations. 

Knowledge/skill gaps

While cloud-based contact center systems are often developed with accessibility and ease of use in mind, installing, configuring, and managing them require some expertise.

CX automation offers options to effectively compensate for the lack of expertise. Some of the more impactful of them are self-service options like chatbots and the ability to quickly upskill agents to meet standards such as CX best practices.

Disorganised planning

Cloud migration requires a well-established plan that takes into account the blindspots and redundancy built up within legacy systems, alongside internal capabilities to handle the hurdles contact center migration presents.

CX automation solutions can be leveraged to make data-driven decisions that support the strategic goals of the business through insights and analytics. By assessing customer needs, performance metrics, and demand patterns, companies can create informed transformation plans.

CX automation is key to dismantling failures in contact center transformation

CX automation provides a competitive advantage through increased customer retention, enhanced brand reputation, improved customer loyalty, and multiplied revenue generation.
As businesses continue to engage in contact center transformation, the contributions of CX automation for migration automation and CCaaS management will prove invaluable to ensure success.

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