Cyara Blog

    Are You Paying Attention to the Customer Experience Warning Gauges?

    Posted by Mark H. Ryan

    February 22, 2015

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    The next time you get into your car, take a look at your dashboard. I suspect that at a minimum, you have both a fuel gauge and a temperature gauge looking back at you. Depending on the price of the car, you may have other gauges as well. In addition to a moving needle, some gauges also display some iconography, for example, letting you know exactly which tire is low.

    Why do you need these gauges? Couldn’t you just have a light that comes on when you are out of gas? Years ago, it used to be that the temperature gauge was just a red light. Why is it so important to have gauges instead of lights that are either on or off?

    The gauges, of course, serve a very important purpose. They warn you before something bad happens. They are there to give you enough notice to take action that will prevent a much larger problem from occurring. Better put gasoline in the tank before jumping on the freeway, for example, or put air in the tire that’s low before it gets damaged. The fact is that both these actions address a situation before it becomes a serious problem.

    Contact Center Gauges

    Your contact center is no different. Sure, you have gauges and monitors on all of the equipment to let you know if the various pieces of equipment are running properly. But where is the gauge that tells you the status of the customer experience you are delivering? Where is the meter that displays how quickly calls are being answered by the IVR? Do you know how long customers are waiting to reach a chat agent, or how long customers are waiting to hear their current balances or their last three transactions? Yes, there are probably some indicators already in place, but are they timely and reliable? Or, are these “gauges” serving as your early warning system:

    • Declining Net Promoter Score
    • Declining sales numbers
    • Increased complaints from customers
    • Social media posts complaining about your company’s poor customer service

    Imagine having gauges that continually display how quickly each of the steps in your customer service system respond to customer input. Imagine being able to be proactive when it comes to customer experience problems rather than reactive.

    Monitoring and One Customer's Story

    The good news is that the tools to bring gauges to the customer experience and put you into a proactive position are here today. For example, a current Cyara customer, a major florist, experiences cyclical demand on their IVR. On peak days, the load may be 50% and on other days, it's closer to 30%. They use Cyara Monitoring to confirm that everything is working as expected with their customer experience production environment. Recently, they began to receive alerts from the Cyara monitoring software indicating latency issues happening with calls within the IVR that were breaching time limits set as their performance thresholds.

    The latency issues started just before Valentine's Day when they knew they would be experiencing peak volumes. They also knew that they did not have time for a complete load test prior to the holiday. Fortunately, with information provided by Cyara, they were able to resolve the issue very quickly. The issue turned out to be caused by a bandwidth problem accessing the back-end system that housed all the customer account information. Upgrading the connectivity with the back-end system was done after-hours, and the online florist was good to go with no latency issues for Valentine's Day.

    Cyara Monitoring

    Cyara is the world’s fastest growing provider of omni-channel customer experience testing and monitoring solutions. The single platform allows customers to have a comprehensive suite that provides coverage for the entire innovation cycle. Installation is non-invasive and very fast. Cyara customers innovate faster and more predictably saving time and money in the process. Most importantly, they save their customers from negative experiences.

    To experience the benefits of your own “Early Warning System”, click the link to sign up for our free 30‐day monitoring trial. Move beyond the “dummy lights” and instrument your customer experience.