Blog

CX used to be simpler. The call center interaction was the equivalent of a customer going into a mom-and-pop shop where an eager representative waited in greeting, “How can I help?” That was essentially the straight path from friction to friction-free back in the day. Short, sweet. But today, CX is more complex to manage as it strives to resolve frictions in keeping with faster times and heightened customer expectations throughout complex multichannel customer journeys. It calls for a complete performance approach.

Demand for self-service is soaring. Consumers expect more than ever, beginning with the 24/7, always-available convenience of finding solutions to their problems themselves. Though most businesses now offer at least one self-service app, a Gartner survey found that just one in 10 customers report resolving their issue using self-service entirely.

For many years, contact centers have strived to enable agents to manage their own performance and own their learning and development. As work-from-home and hybrid work models become the new norm, the business case for agent empowerment has become more compelling.

Today's contact center analytics can give leaders unprecedented insights into operations and identify if they're delivering the experiences customers expect and value. Artificial intelligence (AI) can take standard contact center data and transform it into actionable information about customer behavior, agent performance, and operational efficiency – key information that can’t be ignored for the modern contact center.

The science of customer analytics has become increasingly sophisticated – so sophisticated, according to a report by Ventana Research, that organizations that try to assemble and develop their own analytics often find their customer analytics initiatives to be unmanageable and unreliable, with significant wasted time and effort and a less-than-optimal time to value.

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results. The secret to AI success isn't in the adoption of AI, it's in how you use it.

Cloud transitioning benefits include the ability to reduce costs while increasing data security and improving technical support.