Optimizing CX Platforms to Make Agents Happy | Blackchair

Modern customers expect businesses to be reachable in the channels they prefer, be it calls, web chat, mobile messaging, or social media. Legacy CX solutions most often lack the features and capabilities to allow agents to interact with customers across all these channels, which increases the load on some channels, increasing the burden on CX agents.

But by migrating to modern CCaaS CX platforms that facilitate hybrid CX, you can enable agents to leverage multiple channels and provide a better experience. However, the migration should be backed by insights generated from automated CX forensics to ensure that only the relevant and most important data gets transferred to the new platform.