As organizations continue to expand their customer experience (CX) infrastructure, the operating costs of maintaining and managing it also tend to increase. There are several reasons why this happens.
For instance, as traffic and call volume expand, organizations need to improve their CX capacity to handle additional volumes. However, with expanded capacity comes increased complexity and demands on maintenance and operations management.
If operations management and CX maintenance does not increase along with capacity, CX engineers will have a hard time keeping the platform working efficiently and making traffic flow smoothly through the CX infrastructure. This means CX agents cannot perform their tasks, leading to a decline in CX quality and increased operating costs.
