As CX tech stacks expand in scale and complexity the number of hours in the day stays the same. To make sure your contact center team can meet the evolving demands of customers, you need to make sure that your agents are equipped with solutions that help them accomplish more of their support services, faster, and more reliably.
To do that, our team of CX technology experts recommend all contact center leaders assess their capabilities and gaps in visibility with three key steps. Interested in learning more about these steps or why they’re essential for contact center leaders today? Download the 2025 State of Contact Center Testing eBook to see what your peers are prioritizing, investing in, and struggling with today – and how Hammer is helping them to build a better contact center experience in 2025.
1 - Understand your contact center’s technology and visibility gaps
The only way to make progress is to start with a clear understanding of where you’re starting from. Review customer feedback trends relating to your contact center experience and conduct agent experience surveys to assess the performance issues that impact their productivity, morale, and ability to support customers effectively.
Combine those reviews with CX solution analytics for a preliminary picture of your contact center’s health. If you can’t test and monitor the performance of your contact center from end-to-end, explore continuous CX testing and monitoring solutions to audit your contact center’s health as it stands today.
2 - Ensure your CX tech stack is meeting expectations
21% of contact center professionals report that their recent CX tech investments haven’t met their ROI and performance expectations. Another 31% aren’t sure. Without the ability to see ROI from their contact center tech investments, CX leaders have left themselves with a significant blind spot in their operations. Once you’ve assessed the performance gaps, vulnerabilities, and unoptimized parts of your contact center tech stack, find automated solutions that streamline the detection of these issues so that your team can more quickly resolve them.
With these monitoring and quality assurance solutions in place, contact center teams can benchmark key performance indicators for crucial metrics like voice quality, time on call, abandoned customer interactions, call drops, and more. These can quickly highlight the components and solutions that aren’t meeting your needs, making it easy to replace poorly performing components and improve your contact center’s overall success.
3 - Determine your best opportunities for AI in your CX environment
AI capabilities are still in their infancy. They can be incredibly valuable for contact center teams, particularly in applications like chatbots, conversational IVR, CRM tasks, and sentiment analysis. For now, however, there is still the need for knowledgeable, empathetic contact center agents to manage top priority customer needs and complicated or sensitive requests.
Review your audited performance issues and gaps in visibility to find the tedious and time-intensive workflows in your contact center today. Many of these will be your best candidates for automation and generative AI-powered solutions – especially in your CX testing and monitoring processes.
How Hammer helps contact centers succeed in 2025
Hammer, part of Infovista, has been the world leader in end-to-end contact center testing and monitoring for over 30 years. In that time, the organization has evolved from providing load, performance, and stress testing for CX environments to an AI-powered, automated CX assurance platform that extends from the datacenter to the network edge on all the channels and vendors your customers turn to.
The Hammer Cloud Platform empowers CX leaders to get the most out of their contact centers and ensure comprehensive assurance throughout the software development lifecycle.
Learn more about how Hammer can help your contact center reduce risk and increase efficiency and efficacy with the 2025 State of Contact Center Testing eBook.
