3CLogic_Logo
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • Voice-Enabled Self-Service
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic for Avaya Aura Call Center Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Security and Compliance
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
      • Healthcare and Life Sciences
    • SAP
      • SAP Service Cloud
    • Salesforce
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Other
      • Verint
      • Sugar CRM
      • Zoom
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Contact Center
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

Delivering a Great Customer Experience: Why Contact Centers Struggle and What It Takes to Succeed

Posted by 3CLogic on Jan 31, 2022 9:00:00 AM
  • Tweet

If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service.

There’s even research illustrating how customers’ standards have rapidly risen. A recent survey shows 32% of customers expect organizations to be both more empathetic and more responsive going forward. Personalization has also become a critical part of the customer experience, with research showing 80% of customers are more likely to do business with a company that offers personalized experiences. 

Importantly, customers are also interested in being able to reach out for various requests using whichever channel they prefer — phone, email, chat, social media, etc. While being able to support every channel of communication is ideal, it’s also incredibly difficult for organizations to meet those expectations.

Let’s explore why delivering a truly great customer experience remains so difficult and what contact centers can do to delight customers like never before. 

Why Delivering the Best Customer Experience Possible Is Still So Difficult

Because so much of the customer experience is informed by the ability to reach out to contact centers using any channel, organizations are well-aware of how important it is to meet that expectation. According to a recent Cisco report, 91% of contact center executives agree that providing an omnichannel experience — one that provides a seamless, integrated experience for both agents and customers across channels — is one of the most important contact center capabilities. 

91% of contact center executives agree that providing an omnichannel experience is  an important capability

But there are a number of issues standing in the way of being able to successfully support every channel of communication and, thus, deliver an exceptionally positive customer experience. One of the most pervasive challenges is that enterprise companies often rely on multiple platforms that simply don’t integrate meaningfully with each other. In fact, CCW Digital’s November Market Study reveals the top issue contact centers are facing is that tools and systems are too disconnected.

Additionally, enterprise companies are typically unable to find a catch-all solution that supports all operational needs. They’re increasingly finding the different tools they use have some but not all of the same features. This leaves them stuck in the middle without a single source of truth.

For example, an enterprise organization might use a customer relationship management (CRM) system that has most of the capabilities they need — digital channels, analytics, and customer data — but doesn’t incorporate voice solutions to support phone and SMS channels. As a result, they might also adopt a contact center as a service (CCaaS) solution that encompasses some of the same capabilities the CRM already covers. 

When contact centers are forced to rely on too many platforms, it has tangible impacts on performance. Supervisors end up needing to comb through data from multiple systems rather than being able to conduct their analyses from a single workspace. 

Consider agents’ jobs as well. They find themselves having to switch between different screens to perform their jobs. This undercuts efficiency and morale, which can lead to significant employee retention issues. It’s also frustrating for customers who may end up having to repeat their information and ultimately wait longer to reach a resolution.

3 Steps You Can Take To Ensure A Positive Customer Experience 

The above issues make it incredibly challenging to improve the customer experience, but there are a number of concrete steps you can take to move in the right direction. 

1. Determine Which Primary Platform Meets Your Needs

Every business needs to start by determining which platform serves as its primary system. Because workflows and customer data are central to an organization’s operations, that means a CRM or customer service management (CSM) system is what should serve as the single source of truth from which agents and other employees work. 

Once your organization has a primary system of record in place, you can begin to consider what type of CCaaS solution is right for you.

2. Find The Right Supplemental Tool That Integrates With Your Primary System Of Record

After you’ve determined which system of record to start with — ServiceNow, Salesforce, Microsoft Dynamics, etc. — the next step is carefully evaluating CCaaS solutions. If your organization leverages ServiceNow, for example, you would want to identify a contact center solution that allows you to add existing channels, such as voice and SMS, without duplicating the digital channels you already support. It should also be a solution that integrates deeply with your primary system of record.

Bear in mind that choosing a cloud-based CCaaS platform to accompany your primary system or record isn’t going to fulfill your organization’s needs if the systems don’t integrate. A cloud contact center solution that doesn’t integrate meaningfully with your system of record lacks the critical context that it needs to provide value. Without access to information such as customer data and history, it will do little to enhance the customer or agent experience.

You might consider beginning your search by comparing options in the relevant marketplace for whichever system you’re using, such as the ServiceNow Store or the Salesforce AppExchange. 

3. Provide Training And Coaching For Agents

A contact center supervisor provides real-time coaching to agents to ensure they're equipped to deliver a great customer experience

No matter what type of contact center solution you end up adopting to supplement your primary system or recrod, agents will need proper training to ensure they’re able to leverage it effectively. Training should be ongoing as well. You’ll want to make sure agents are up to speed in the event of new feature releases.

Delivering a great customer experience also requires taking a different approach to every channel of engagement. If your contact center is just beginning to offer voice, agents will need regular coaching on how to work with customers on such a personal channel. 

Whenever possible, leverage data to provide specific and actionable feedback that can help your agents improve. You can draw information from call recordings, transcriptions, and real-time performance metrics. 

Go From A Good Customer Experience To A Great Customer Experience

For too long, delivering a truly great customer experience has been a struggle for contact centers. It’s certainly achievable, but only with the right approach. Making sure you have the right systems and that they work seamlessly together will help you begin seeing great customer experience examples more consistently. 

Are you ready to amplify your contact center’s capabilities and exceed customer expectations? Explore our cloud contact center platform integrations that can transform your organization.

Topics: CRM, customer experience, contact center integrations, agent coaching, contact center solutions

3CLogic

Written by 3CLogic

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (59)
  • call center (50)
  • contact center (37)
  • call center software (29)
  • customer experience (23)
  • crm integration (22)
  • ServiceNow (18)
  • cloud call center (18)
  • contact center solution (17)
  • CRM (16)
  • best business practices (15)
  • contact center software (15)
  • multichannel contact center (14)
  • cloud based call center (13)
  • cloud based contact center (13)
  • remote agents (12)
  • IVR (11)
  • customer support (11)
  • call center software features (10)
  • multichannel communications (10)
  • SaaS (9)
  • contact center integrations (9)
  • customer service management (9)
  • sales (9)
  • self-service (9)
  • customer service team (8)
  • multichannel call center (8)
  • omnichannel (8)
  • scalability (8)
  • voice platform (8)
  • IVR technology (7)
  • SugarCRM (7)
  • call center scalability (7)
  • cloud based solution (7)
  • cloud call center solution (7)
  • cloud security (7)
  • contact center technology (7)
  • customer satisfaction (7)
  • employee retention (7)
  • first call resolution (7)
  • outbound sales (7)
  • social media (7)
  • telephony CRM integration (7)
  • 360 view (6)
  • agent retention (6)
  • artificial intelligence (6)
  • cloud customer service (6)
  • cloud customer support (6)
  • interactive voice response (6)
  • voice (6)
  • CSM (5)
  • CTI (5)
  • call center solutions (5)
  • cloud based (5)
  • cloud computing (5)
  • crm software (5)
  • hybrid cloud (5)
  • reporting and analytics (5)
  • small business solution (5)
  • VOIP (4)
  • VTAG (4)
  • agent coaching (4)
  • agent training (4)
  • at-home agents (4)
  • automation (4)
  • big data (4)
  • call blast (4)
  • cloud (4)
  • contact center solutions (4)
  • customer engagement (4)
  • customer relationship (4)
  • digital transformation (4)
  • predictive dialer (4)
  • redundant systems (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • technology (4)
  • virtual agents (4)
  • voice AI (4)
  • work from home (4)
  • B2B marketing (3)
  • COVID19 (3)
  • Knowledge16 (3)
  • ServiceNow CTI (3)
  • WebRTC (3)
  • chat (3)
  • cloud contact center (3)
  • cold calling (3)
  • contact channels (3)
  • customer service experience (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • fully redundant software (3)
  • intelligent routing (3)
  • mobile (3)
  • multichannel (3)
  • outbound (3)
  • outbound call center (3)
  • outbound campaign (3)
  • service delivery (3)
  • social customer care (3)
  • software (3)
  • speech analytics (3)
  • technical support (3)
  • text (3)
  • voice self-service (3)
  • DX (2)
  • ITSM (2)
  • IVR menu (2)
  • Inside sales (2)
  • Natural Language Processing (2)
  • SMS (2)
  • agent attrition (2)
  • agent productivity (2)
  • agent turnover (2)
  • auto-attendant for call center (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call center technology (2)
  • call handling procedures (2)
  • call scripts (2)
  • cloud contact center solution (2)
  • computer telephony integration (2)
  • contact center trends (2)
  • cost savings (2)
  • custom crm integration (2)
  • customer service trends (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • enterprise communications (2)
  • fault tolerance (2)
  • gamification (2)
  • high call volume (2)
  • improve customer service (2)
  • inbound (2)
  • increased call volume (2)
  • integration (2)
  • knowledge base (2)
  • knowledge management (2)
  • machine learning (2)
  • no centralized server (2)
  • pci compliance (2)
  • personalized customer service (2)
  • personalizing customer service (2)
  • public cloud (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • software support (2)
  • third-party integrations (2)
  • virtual assist (2)
  • voip crm integrated contact center (2)
  • webinar (2)
  • work force management (2)
  • workforce management (2)
  • workforce optimization (2)
  • AI (1)
  • ASA (1)
  • B2C (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • Customer Experience Management (1)
  • FCR (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SAP (1)
  • SLA (1)
  • ServiceNow HCLS (1)
  • SugarCon (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • best practices (1)
  • blended contact center software (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call volume (1)
  • call-back (1)
  • citizen services (1)
  • contact center attrition (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service metrics (1)
  • customer service rep (1)
  • cx (1)
  • data recovery (1)
  • database management integrations (1)
  • edge computing (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • grid computing (1)
  • healthcare (1)
  • help center (1)
  • helpdesk (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • kpis (1)
  • lead conversion (1)
  • lead tracking (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • on hold (1)
  • preview dialer (1)
  • real-time chat (1)
  • reliability (1)
  • remote contact center (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • small contact center software (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voice workflows (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • wfo (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Contact Center
  • ServiceNow
  • Sugar CRM
  • Universal CTI
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.