Why might CX agents be struggling with an omnichannel platform

1. How To Empower CX Agents With An Automated CX Management Platform As businesses realize the connection between high-quality CX and profitability, organizations are turning to omnichannel platforms to improve the customer experience. An omnichannel platform supports multiple communication mediums such as SMS, chat, and calls. Ideally, these systems can provide a seamless experience for customers where they can ask questions through a chatbot and then

2. follow up with more advanced questions through a call without repeating their inquiries, which creates an effortless, experience. CX agents are overwhelmed with their workload because attending to customers on different communication mediums at once nearly doubles the amount of work they have to do, which could lead to delays in customer service. Furthermore, the pressure to deliver high- quality CX does not relent, straining employee engagement. Moreover, most agents are suffering from stress and burnout, leading to a regression in employee engagement. Employee engagement frictionless

3. is essential for providing high-quality service, improving retention, and increasing agent satisfaction, but this critical attribute is falling as CX agents are strained from more demanding workloads. Poor engagement generates several problems. It could lead to contact center attrition as agents seek out other avenues of work. This is a serious problem that could compromise service quality, completely undermining the reason why businesses invested in an omnichannel platform. To address this problem, organizations need to invest in appropriate support systems to optimize omnichannel platform management to maximize outcomes and reduce costs.

4. Why might CX agents be struggling with an omnichannel platform? One reason for poor employee engagement could be inadequate support systems. Most systems have not kept pace with omnichannel platforms, which creates a situation where CX agents have to work with more customers without any option to streamline their workload. For example, monitoring customer inquiries on multiple mediums is incredibly challenging because these systems are not connected through a single interface, forcing agents to jump between different mediums, such as chat and SMS, when performing their tasks.

5. In addition, if agents want to adjust the workflow to streamline their workload, they would have to overcome immense technical hurdles that might be beyond the time and skillset to manage. Omnichannel CX platforms have a complex backend, meaning that only those with extensive knowledge of the platform can execute CX functions or make configuration changes without destabilizing the platform. The complexity in omnichannel systems puts agents in a difficult situation because if they have to optimize their workflow, they cannot do so without relying on engineers to perform the task, creating a production process that is time-consuming and inefficient.

6. By working with omnichannel systems without adequate support systems, CX agents face more sophisticated CX architectures with complex workflows, increasing the workload agents face. This creates a situation where agents are handling more complex channels and navigating more complex customer journeys, which only adds to their workload. The key to empowering CX agents Consider supplanting omnichannel CX solutions with an automated CX management platform to empower CX agents, improve employee engagement, and alleviate productivity. The platform comes with several features that make it easier to manage an omnichannel CX solution.

7. A generic interface for managing multiple solutions Automated management solutions feature an interface where agents can monitor several different channels from one location, making it easier to account for customer interactions, monitor customer sentiment, and oversee interaction history. With interaction, you can simplify operations within an omnichannel platform and streamline agent workload while still delivering high-quality CX service. Create custom automation packages When used appropriately, custom automation packages can optimize the omnichannel CX ecosystem, easing agent this level of workload. CX

8. engineers can use the automation package to execute specific functions on behalf of the agents and later save them so that non- technical personnel operations without stability. Leverage automation to assess customer interaction data CX management platforms leverage AI and automation to assess customer interaction data, rapidly turning raw data into helpful insight that can inform customer needs and preferences. The system could use the information to match agents with the right customers based on several variables such as need and personality. can disrupting perform these platform

9. Undo configuration errors using automated rollback Configuration errors stability and increase system downtime, making it harder for agents to execute certain functions. Moreover, you can reduce system downtime and improve MTTR using automated rollback. With this function, you can undo configuration changes that may have led to the error that undermined platform stability. Support systems for CX agents to perform their functions Having tools to help agents adjust to their growing workload leads to better customer service. Fortunately, undermine platform automated CX

10. management platforms feature several tools to reduce the transition agents have to make when dealing with a large workload; for example, the platforms utilize AI to facilitate for-in-the-moment coaching to train agents. A new age of efficient communications With omnichannel platforms becoming the new norm in the CX industry, having appropriate support systems is critical for improving efficiency and accuracy to ensure that agents can perform their work effectively. Without these support systems, organizations run the risk of overwhelming their agents with a complex workflow, which comes from working with multiple omnichannel communication

11. mediums. This is where an automated CX management platform becomes useful. The platform can help agents recalibrate their CX platform and make it a more streamlined and efficient environment. environment would make operations more seamless than before, allowing agents to double productivity while reducing operating costs. By creating a more efficient, responsive omnichannel environment, you can usher in a new era of efficient, timely CX communication within an omnichannel platform and leave behind the growing pains of adopting new technology. This new