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Investing in and adopting agent-focused technology into your CX business can be a great way to improve your efficiency and benefit your company. Today we are joined by software expert, Adam Saad, to discuss the benefits of integrating agent-focused technology into CX.
There are quite a few things that need to be accounted for when integrating new software into your business, so we will be divining into the ways to make it the most advantageous for your company.
[ 3:28- 5:25 ] When examining ROI you have to remember that it is a pretty broad term. In this case, most organizations are focusing on having to do more with less, making efficiency and growth top of mind. The ROI metrics used can be divided into two main areas. The first one being human capital efficiency and improving the output with more efficient humans. The second one is increasing customer lifetime value by reducing customer churn.
[ 10:33- 11:24 ] We can’t control how customers are going to treat the agents they are working with, but what we can do is focus on what we can control. Some of the things that we can control to improve customers’ experience is the environment you are in, the team camaraderie, and the software that is being used.
[ 11:55- 13:06 ] When deciding what software to implement, it’s important to look into shelf ware. Shelf ware is how much software you bought isn’t being used or, in other words, is sitting on the shelf. To prevent this, you need to know how to integrate the software and have an intricate adoption plan put in place. Start slow, then adopt, and then upgrade what you have.
[ 19:41- 20:08 ] Much like the famous Papa Johns catchphrase, we need better ingredients and better CX. The ingredients of proper CX are the people, process, and technology. All of these factors rely on one another to be successful in CX.
Implementing new software into your business will help you build a better customer-to agent relationship and help grow your business. There are many benefits to adopting new software and technology into your CX business, so make sure to integrate it into yours.
To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.
