4 CX Expectations That Call Center Customer Experience Software Must Meet

Technology has transformed the way we travel, take pictures, watch movies, communicate and much more. It has also revolutionized the way call centers provide customer service. And for businesses, modern digital customer experience software is a requirement to meet user expectations.

Similarly, outdated contact center software is not the right tool to meet the demands of today’s consumers. Customers want speed and convenience, things that “retro” technology can’t provide. Modern times demand modern technology. To meet customer demands, call centers need digital customer experience software.

What Is Digital Customer Experience Software?

In the contact center, digital customer experience software is a collection of applications that improve operational efficiency and CX.

It typically includes core call center tools such as Automatic Call Distributors (ACD), Interactive Voice Response (IVR) systems, and Workforce Management (WFM) solutions. But modern customer experience software takes these tools to another level thanks to Artificial Intelligence (AI) to make forecasts and schedules more accurate, routing smarter, and voice self-service more effective.

Beyond these core applications, digital customer experience software includes a host of solutions that help manage and improve the quality of CX, including integrated voice and digital channels, virtual agents, automation systems, engagement analytics, real-time reporting dashboards, etc.

Together, these solutions enable call centers to deliver proactive, personalized, omnichannel customer service experiences. Plus, they help streamline operations and keep agents informed, engaged and satisfied, while ensuring they have the right skills to excel at their jobs.

How The Right Digital Customer Experience Software Can Empower Contact Centers To Meet Top Customer Expectations

When it comes to CX, there are some common aspects that customers want from companies. Research from PwC found that nearly 80% of consumers point to speed, expert help and friendly service as the most important elements of a positive customer experience.

4 CX Expectations That Call Center Customer Experience Software Must Meet

1) Speed: Customers Want Instant Gratification

We are in the age of instant gratification and call centers need to keep up.

2) Customers Want Their Support Experiences To Be Convenient

Customers not only expect fast service, they also want to interact with companies on their own terms. Convenience is about offering choice and making it easy for users to get resolutions to their queries.

3) Customers Expect Expert Help

This can be difficult to achieve when a large percentage of agents are new. High churn rates are the enemy of this customer expectation.

Good onboarding and ongoing training are essential for agents to get and stay informed, but the right digital customer experience software also includes features to help them deliver intelligent responses and resolutions.

4) Customers Want Friendly Service

Call centers must include soft skills training in their training plans so that agents are proficient in showing empathy and active listening.

Digital customer experience software can help agents be friendlier by guiding them through interactions and improving the employee experience.