In modern business, contact centers serve as the front line for revenue and customer success. Agents work from anywhere, whether it's home or office, utilizing cloud-based systems and internet connections.
As cloud contact centers become increasingly popular, it is essential to ensure that they are providing customers with the best possible experience. One of the ways to achieve this is through continuous monitoring. In this blog post, we will explore what continuous monitoring is and how it can improve customer experience. We will also discuss some of the factors of voice interactions that can negatively affect customer experience and provide recommendations for next steps.
What is Continuous Monitoring?
Continuous monitoring is the process of monitoring the performance and experience of a cloud contact center in real time. This is achieved by collecting data from various sources, such as agent workstations, telephony systems, and other network devices. This data is then analyzed to identify any issues or areas for improvement.
Continuous monitoring is an essential capability of CX Observability, which describes the practice of gaining real-time insights into customer and agent experience through the collection and analysis of technical, operational, behavioral, and sentiment data from systems supporting the contact center.
Factors that Affect Customer Experience
There are a multitude of factors that can negatively affect customer experience in a cloud contact center. These include IT concerns such as applications, networks, and infrastructure, along with environmental factors such as voice quality, network latency, jitter, MOS, background noise, and agent workstation load. These factors can result in dropped calls, poor call quality, and long wait times, all of which can lead to frustrated customers and lost business.
How Continuous Monitoring Improves Customer Experience
Continuous monitoring can help improve customer experience in several ways. By monitoring the performance and experience of a cloud contact center in real-time, issues can be identified and addressed before they become major problems. This can help reduce the number of dropped calls, improve call quality, and reduce wait times. Additionally, continuous monitoring can provide valuable insights into customer behavior, preferences, and needs, which can help organizations improve their overall customer experience.
Continuous Monitoring Benefits
Implementing a continuous monitoring solution enables contact center operations, agents and their IT teams to deliver improved uptime and reliability, increased operational and agent productivity and the best customer experience. Cloud contact centers of all sizes can enjoy the following benefits:
60% reduction in IT support costs with faster MTTD & MTTR and more uptime from end-to-end diagnostics and insights to quickly focus on problem areas.
90% reduction in agent disruption cost through proactive self-fix with less time reporting issues and responding to IT information requests.
3.4% increase in agent productivity with agents freeing up valuable time wasted in IT issues, call limbo and troubleshooting.
Essential CX Insights for Cloud Contact Centers
Your organization is investing in cloud contact center technology to ensure the highest degree of flexibility, uptime, performance, and customer satisfaction. However, navigating the tangled web of factors that can contribute to poor customer experience is fraught with challenges.
Continuous monitoring is essential for ensuring that cloud contact centers provide customers with the best possible experience. By identifying and addressing issues in real-time, organizations can improve call quality, reduce wait times, and gain valuable insights into customer behavior. With Operata Platform, it is easy to implement continuous monitoring and improve your cloud contact center's performance and customer experience.
Recommendations for Next Steps
If you are interested in improving your cloud contact center's performance and customer experience, consider implementing continuous monitoring. Operata Platform is a performance and experience monitoring platform designed specifically for cloud contact centers. With Operata Platform, you can monitor the performance and experience of your cloud contact center in real-time, identify issues before they become major problems, and gain valuable insights into customer and agent behavior.
To get started, sign up for a free 14-day trial of Operata Platform today.