{"id":157056,"date":"2019-07-08T05:35:37","date_gmt":"2019-07-08T12:35:37","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=157056"},"modified":"2019-11-22T07:32:18","modified_gmt":"2019-11-22T15:32:18","slug":"5-ways-the-right-platform-can-take-your-cx-to-the-next-level","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/5-ways-the-right-platform-can-take-your-cx-to-the-next-level","title":{"rendered":"5 Ways the Right Platform Can Take Your CX to the Next Level"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Today’s customers use all sorts of channels to interact with businesses. Voice, chat, email, web, mobile, social \u2013 the list goes on. Customers have made it clear that they won\u2019t be confined to a single channel \u2013 just look at how they\u2019ll complain about a brand on social media after not getting an adequate response through email or phone.<\/p>\n

But it’s impossible to provide modern, omnichannel CX with a contact centre solution that siloes your channels. It creates a nightmare situation for customers \u2013 when they need assistance, they often must start from scratch on each new channel, explaining their problems over and over again.<\/p>\n

This fragmented approach to the customer journey can infuriate people so much that they\u2019ll take their business elsewhere, and understandably so.<\/p>\n

However, when you find the right platform with the right capabilities, you’ll be able to orchestrate seamless<\/a>, omnichannel customer journeys.<\/p>\n

Here are five ways in which the right customer experience platform can push your CX to the next level:<\/p>\n

Showing you a vision for what\u2019s possible <\/strong><\/p>\n

Picking a platform with a proven track record is surely an easy decision. But it’s worth saying it anyway, if only to remove any doubts over how much you\u2019ll benefit by choosing a leader in CX technology.<\/p>\n

A CX platform provider that leads the market can show you a strong vision for what your organisation can achieve on your journey to better CX. Acting as a partner, they\u2019ll also help you make that vision a reality.<\/p>\n

Providing a people-first approach<\/strong><\/p>\n

Today’s CX tools are incredibly advanced and powerful, and their effectiveness derives in large part from augmenting an agent\u2019s ability to provide great customer service.<\/p>\n

You need a CX platform that puts your people first and understands that all workforces are different. It needs to consider things such as flexible working hours and remote agents, and help you dynamically scale staff up or down as needed.<\/p>\n

Managing omnichannel journeys<\/strong><\/p>\n

One of the biggest benefits to looking at the whole customer journey rather than seeing it as a series of random interactions, is that you can provide a more consistently personalised service across all the channels a customer might use.<\/p>\n

Your CX platform should let you move away from single-channel, single-department solutions to an enterprise-wide customer engagement solution that empowers agents with full visibility of a customer’s history.<\/p>\n

Meeting SLAs across channels<\/strong><\/p>\n

Adherence to service-level agreements (SLAs) is important because they may be contractual agreements, have regulatory compliance requirements or even trigger financial penalties if not met. Therefore, SLAs have a significant impact on where you focus your resources.<\/p>\n

A CX platform that uses a single universal queue will let you consistently manage SLAs across all channels and ensure that your employees are working on the right tasks at the right time.<\/p>\n

Adapting to your IT environment<\/strong><\/p>\n

Wouldn\u2019t it be great if all businesses could use the same kind of IT environment? The reality isn\u2019t so simple \u2013 businesses might use cloud, on-premise or hybrid solutions to meet their individual needs. And those needs evolve as the business changes.<\/p>\n

You need a CX platform<\/a> that works seamlessly across whichever configuration your business uses. Your agents shouldn’t be missing out on any CX tools just because you happen to be on-premise or in the cloud.<\/p>\n

The right platform does more than enable great CX<\/strong><\/p>\n

When you choose the right platform, it\u2019s not only the customers who benefit. It also helps your organisation to simplify administration, increase operational performance and reduce total cost of ownership.<\/p>\n

These are five of the most important CX capabilities to search for. Read our eBook<\/a> to explore them in greater depth.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Today’s customers use all sorts of channels to interact with businesses. Voice, chat, email, web, mobile, social \u2013 the list goes on. Customers have made it clear that they won\u2019t be confined to a single channel \u2013 just look at how they\u2019ll complain about a brand on social media after not getting an adequate […]<\/p>\n","protected":false},"author":683,"featured_media":134577,"template":"","tax_priority":[],"tax_blogtype":[],"tax_blogcategory":[13571],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-157056","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogcategory-workforce-engagement-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/157056","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/683"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/157056\/revisions"}],"predecessor-version":[{"id":193262,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/157056\/revisions\/193262"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/134577"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=157056"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=157056"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=157056"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=157056"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=157056"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=157056"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=157056"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=157056"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=157056"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=157056"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=157056"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=157056"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=157056"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}