Three methods for overcoming CX legacy system challenges

Customer service

The modern contact center has several defining characteristics. It can handle customer issues through a range of channels. It provides agents with advanced technology tools and systems so they can provide optimal support. It runs largely on automated processes so more work gets done at lower cost. All of these elements serve one overarching purpose: deliver the best possible customer experience. 

Unfortunately, many contact centers have not been modernized. They run on old, outdated systems. Agents are disengaged and not motivated to improve. And customers who call in for help do not receive world-class support. 

The Covid-19 pandemic has exacerbated the issues related to contact centers operating on legacy systems. With almost 75 per cent of customer service agents working in remote or hybrid environments, operational tasks such as forecasting, scheduling and workforce monitoring are more critical than ever.  In this new reality, contact centers are being forced to run leaner, while not losing focus on delivering an optimal customer experience. 

As contact centers that are stuck using old systems look to improve operations - in spite of the headwinds those legacy systems present - there are three methods they can employ to ensure they move ever closer to delivering the best possible customer support and experience. 

These methods have differing levels of positive impact, listed here from least to most, in improving a contact center’s operations.

1. Optimize legacy systems

There are times when a contact center lacks sufficient resources to make fundamental changes. With the pandemic having forced innumerable companies to remove more and more costs from their business, the past year has not been the right time for many to invest in new systems. Leaner times are continuing and contact centers that need to make do with what they have can exercise the option to optimize their legacy CX systems.

While not an ideal situation to be in, the return on investment in optimizing old systems is tangible. One of the main shortcomings of a legacy CX system is its inability to collect and manage data in a way that makes it usable across decentralized teams. Managers can still extract the data and work with it outside the legacy system, building reports and analysis to better understand opportunities for greater efficiency, how customers prefer to get help and how an agent can best engage. This can be done with basic productivity tools like Excel or Google Sheets.

Optimizing legacy systems may involve adding simple purpose-built automation to make specific processes run more smoothly. This route is often most appealing for teams that are struggling with a small handful of issues, rather than a wide range of problems. Isolating a problem’s root cause, albeit difficult with legacy systems, presents an opportunity for addressing it more effectively. Acting at the process level also makes it easier to get buy-in from business leaders because they can clearly associate a proposed automation with an improved contact center KPI. 

2. Update legacy systems

Beyond taking small steps to optimize legacy systems, which could be viewed by some agents and managers as focusing on the wrong areas, a contact center can update its legacy systems with newer tools that complement what they already have in place. In addition to the promise of greater efficiency and effectiveness, newer versions of legacy systems are often a smaller investment, making for a more persuasive business case. They can also afford a contact center the opportunity to consider purpose-built integrations designed to improve on the legacy system’s weaknesses. A classic example of this model is Salesforce’s AppExchange. 

3. Replace legacy systems

The ideal solution to modernizing legacy systems to improve CX operations is to replace them altogether. If your contact center is running an outdated system that is preventing agents from delivering optimal customer service, there are several considerations to keep in mind as you evaluate a possible system replacement.

• Build a strong business case - It’s almost impossible to overstate the importance of a well researched and thorough business case for a new CX system. It should start with and be structured around contact center and business metrics that will see the greatest improvements as a result of the replacement. Make sure key decision makers care about the changes to be made. The best place to start is by defining the customer behaviors that create value for the business.

• Seek input from users and managers - Agents, team leads, QA managers and the contact center team need to provide input and perspective on system requirements if they are to be willing participants in the transformation. 
  
  
• Get buy-in from company leadership - Modern CX teams enjoy a prominent seat at the table. To earn that seat, it must be made clear that a new, best-in-class workforce optimization solution will bring with it all the benefits that are most important to your company specifically -- and when they will be realized.

Once you have taken these important steps, evaluate workforce management products that align with your team’s needs. In the current environment, with agents working remotely or in hybrid situations, it may make the most sense to empower managers to focus on improving the agent experience no matter where they work. 

While the end of the pandemic may come into focus sometime this year, the work from anywhere era is likely here to stay.