Improve Customer Experience

A happy customer is a loyal customer. It should seem obvious, but unfortunately, many contact centers don’t seem to have internalized this essential truth.

However, the data leaves no room for doubt: PwC found that 73% of customers say that customer experience is an extremely important factor in their purchasing decisions. Around 32% of those surveyed said that they would walk away from a brand they love after just one bad experience with the customer care team. According to Customerthink, 9 out of 10 customers won’t purchase from a company again after three or even less poor customer service interactions.

The bottom line is clear: contact center optimization, as well as a brand’s popularity and reputation, are dependent on making the customer’s experience as seamless, smooth, and pleasant as possible. This leads us to the next point.

Integrate your customer communication channels

In 2025, being present across all channels is vital for customer satisfaction. People use different devices and channels to talk to each other in their daily lives, and it only makes sense that they would want to do the same when communicating with businesses.

In a survey, Salesforce found that 75% of consumers look forward to a consistent experience across multiple engagement channels, and 73% will likely switch brands if they don’t get it.

If you want to provide your customers with a consistently satisfactory experience across channels and achieve unparalleled levels of contact center optimization, your best bet is to provide an Omnichannel Customer Experience. An Omnichannel contact center brings all communication channels together into one hub, which will make interactions faster, smoother, and more effective.

Use workflow automation and intelligent call routing

A survey by Salesforce revealed that 83% of customers expect to engage with someone immediately when contacting a company. While it might not be possible to meet those expectations every time, intelligent call routing and workflow automation software can be a significant step in contact center optimization that will take you pretty close to that ideal. 

Using AI automation tools, you can categorize calls based on real-time customer and agent data in order to direct customers to the right agent faster.

Some customer service software platforms, like ConnexAI, have customer service automation software tools like Flow, which will allow you to easily create sophisticated rulesets and criteria to route inbound calls the smart way, reducing wait times and making for a more seamless and satisfying customer experience.

Use AI Analytics

Customer Interaction Analytics tools can allow you to look deeper into your agents’ converzations with customers and give you access to unparalleled depths of insight. Some call center software platforms come with AI Speech Analytics integrations that will delve into each and every converzation with your customers to recognize patterns, note customers’ levels of satisfaction, and read into agents’ performance, offering insights into areas for improvement, opportunities for coaching or for new strategies.

Sentiment Analysis uses AI-driven speech analytics to evaluate emotional states by analyzing tone, vocabulary, and speech patterns. Real-time insights into customer sentiment help managers improve agent performance through targeted coaching, leading to better customer satisfaction and loyalty. This fosters a more empathetic and responsive customer service environment, aligned with the goal of delivering exceptional experiences.

Additionally, other AI Analytics tools like Keyphrase Analysis and Entity Recognition also enhance customer interactions. Keyphrase Analysis tracks common phrases to anticipate market trends, while Entity Recognition identifies specific terms, such as product names, enabling data-driven decisions. These tools reduce time spent on call assessments and routing, streamlining customer service tasks.

This information can be incredibly useful for teaching agents how to handle certain types of calls or planning your call routing in a way that matches the particularities of your market, enabling your contact center’s optimization.

Integrate Conversational AI

According to research conducted by Userlike, a significant majority—60%—prefer interacting with a live agent over engaging with a chatbot, primarily due to doubts about the chatbot’s ability to accurately understand their questions.

However, when appropriately utilized, AI chatbots can be remarkably effective for a Customer Experience Automation strategy. A 2023 study by Gartner revealed that chatbots achieved resolution rates of 52% for inquiries related to orders and purchases, and 48% for returns or cancellations. As AI continues to evolve, these rates are expected to soar in the years ahead. Modern AI customer service chatbots can manage complex conversations, integrate with backend systems, and improve through continuous learning. Some of them can autonomously resolve over 80% of customer queries efficiently while seamlessly escalating complex issues to human agents.

In summary, contact center chatbots can serve as valuable tools when deployed correctly. The more advanced the AI behind a chatbot, the quicker it can respond to standard queries compared to any human agent. A proficiently designed chatbot can free up staff from handling routine inquiries, though it will not entirely replace them. Instead, it empowers them to focus on high-value interactions requiring a human touch or specialized expertise.

However, some Conversational AI models go even beyond the capabilities of traditional chatbots, achieving previously unparalleled levels of customer service automation, domain-specific knowledge, nuance, and understanding. These are the often called AI Agents, which excel at much more than simple back-and-forth conversations: they can also navigate complex conceptual frameworks, generate and adapt tasks independently to achieve their goals, and process new information to take appropriate actions. Some contact center software solutions provide advanced AI Agents powered by Large Language Models (LLMs), offering more sophistication and domain expertise than traditional chatbots. For instance, ConnexAI’s AI Agent can be trained on industry-specific conversations, enabling it to quickly learn specialized knowledge and respond to queries with increased accuracy and relevance.

Keep your agents motivated

Wondering how to improve your call center agents’ performance? The best way to do that and to achieve effective levels of contact center optimization is to make their jobs more rewarding. But how?

An ICMI survey showed that 87% of call center agents experience moderate to high levels of stress: 71% of them attribute that to system and tool inefficiencies. In the same survey, 100% of the organizations agreed that agent morale & satisfaction directly affects customer experience.  

“When you ask business leaders what’s most important to them, they’ll tell you customer experience, customer service,” said Justin Robbins, senior analyst at ICMI. “But their actions are completely contrary to that. They know that their agents are stressed out and the main reason is their tools and technology aren’t efficient.”

The bottom line is clear: the best way to ensure your agents can do their job in a smooth and efficient way is to provide them with the best tools, like an omnichannel contact center platform to free them up from menial tasks and enable them to switch channels seamlessly.

But there are even more options: ConnexAI’s contact center software platform, for example, comes with a Gamification module, an incentive system that rewards the best performers in your team and turns a challenging job into a game. And what’s more; it will also allow you to choose the game’s rules, standards, and rewards at will to suit your contact center’s particularities. This aspect of Workforce Optimization, together with other Workforce Management features, can be the key to a more productive and motivated staff.