How contact center management solutions make efficient and productive contact centers

Contact center management solutions are crucial for creating an efficient contact center during this difficult time.

With more employees working from home, contact center (CX) agents are struggling to deal with an unprecedented rise in call volume.

This is often the case since CX systems cannot support both work from home and the higher call volume. This often leads to several issues like the 34% increase in hold time for customer service calls.

CX centers need to explore other solutions that allow them to optimize system usage so the strain on CX systems reduces while operational efficiency and customer service show improvements.

Contact center management solutions are crucial to help contact centers improve resource allocation, with positive spillover effects on contact center operations; for example, better management of resources.

Removing uncertainty with contact center management solutions

Contact center management solutions refer to platforms designed to optimize the backend operations of a CX platform. When using a CX platform, such as Genesys and Avaya, you can optimize backend operations to make the platforms more efficient.

CX management solutions can automate manual processes

CX agents struggle for time and attention due to high call volumes, leading to more errors which not only drive up operating costs but also undermine platform stability.

A management solution can go a long way in reducing these errors by automating operations. When an AI executes autonomous processes without human intervention it can reduce the strain on your agents, leading to a more manageable workload and fewer errors.

A more feasible workload allows your CX agents to better handle the call volume. This lowers hold times and increases customer satisfaction. Automating certain operations also leads to better management of resources, reducing operating costs, and improving system stability.

It can accelerate migration to a cloud-based platform

Recent events have forced several contact centers to migrate to the cloud. Migrating to a cloud-based platform allows CX centers to realize several benefits, such as better operational efficiency, but the process itself comes with its share of challenges.

Shifting to a cloud-based platform is a complex process that can drive up operating costs by a significant margin; for example, most CX platforms may have accumulated a lot of data and software over the years called ‘legacy configuration’.

It does not have value, but deleting it all together is not advised because it compromises system functions.

CX management solutions can help you work around this problem by assessing legacy configuration data more efficiently. Using the system, you can quickly determine if the legacy configuration is relevant or not, which will help you speed up the migration process while keeping costs down.

Lower migration costs allow organizations to sooner realize the benefits of a cloud-based system, such as lower operating costs and better allocation of resources, without being bogged down by a lengthy migration project.

It can improve CX platform oversight and monitoring

To reduce the pressure on your most valued resources, you need to examine how resources are managed. But examining CX platforms for system use is a huge challenge due to a lack of proper oversight into system functions.

Contact center management solutions can help you assess your CX platform to determine how resources are used. Most allow you to assess the use of resources across both single and multiple CX platforms.

With this feature, you can assess how resources are used in real-time for both single and multiple CX platforms, making it easier to evaluate current resource levels.

The detailed insight would give you the means to better monitor systems consuming a lot of resources, and most importantly, devise solutions that would help you reduce the strain on your high-valued resources, leading to better customer service.

Creating an efficient contact center for the future

To better cope with the rising demand for contact center technology, we need to use available resources, like system capacity and CX agents. This is why contact center management solutions are important.

CX management solutions can help you optimize resource management to help you manage your call volume more effectively while reducing operating costs, allowing you to successfully deal with the large call volume.