You’re in the middle of a crucial customer interaction and the system is glitching. If you’re not tech-savvy, panic can set in, but if you’re well versed in the tools and technology at your disposal, you’ll handle the problem with ease, turning a potential disaster into a demonstration of competence and calm. What exactly is technical expertise?

It’s about the ability to use, adapt and leverage technology effectively to solve problems, improve efficiency and enhance the customer experience (CX). In today’s digital age, technical expertise is not an optional skill, it’s essential. But how can you leverage that ability to deliver an outstanding customer experience? And what unexpected strategies can make a significant difference? Let’s explore.

6 unexpected ways to improve CX with technical know-how that really work

Contact center agents can leverage their technical skills in the following ways:

1. Use advanced search techniques

Master advanced search capabilities in your knowledge base and external resources. Knowing how to use specific search operators and filters can help you quickly find the most relevant information, reduce wait times, and increase the accuracy of your answers. For example, you can use Boolean searches or advanced filters to find the exact article or resource needed to efficiently solve a customer’s problem.

2. Implement automation for repetitive tasks

Automate routine tasks like scheduling follow-ups, sending confirmation emails, or updating CRM records. By creating and using scripts or bots, you can handle these repetitive tasks without manual intervention, allowing you to focus on more complex customer issues. This not only speeds up the process, but also ensures consistency and reduces the error rate.

3. Expand self-service options

Develop and improve self-service resources such as detailed FAQs, interactive guides, and video tutorials. Your technical expertise can help you create intuitive and easy-to-use self-help tools that help customers resolve issues on their own. For example, a well-designed chatbot can guide customers through troubleshooting steps, reducing the need for live agent intervention and improving the overall user experience.

4. Use the full potential of CRM tools

Make the most of your CRM software by thoroughly documenting customer interactions, preferences and history. This detailed documentation allows you to offer highly personalized recommendations and solutions. For example, if a customer regularly purchases a certain type of product, you can suggest complementary items or upcoming special offers, showing that you value their loyalty and understand their needs.

5. Use social media tools for engagement

Use social media management platforms to effectively monitor and engage with customers. By keeping an eye on mentions, comments, and messages across various social channels, you can respond quickly and professionally, address customer concerns, and demonstrate your brand’s commitment to service. For example, use scheduling tools to ensure consistent communication and analytics tools to measure engagement and adjust your strategies in real time.

6. Create interactive customer journeys

Design and implement interactive customer journeys using digital tools. Plan every touchpoint in the customer experience and use technology to improve each stage. For example, set up automated onboarding emails that guide new customers through the initial setup of your product, provide personalized video tutorials, and then offer tailored support based on their usage patterns. This comprehensive, tech-enhanced approach ensures a smooth and engaging customer journey from start to finish.

Challenges related to technical competence and how agents can overcome them

Acquiring technical knowledge is not without its challenges. Rapid technological advances can overwhelm agents. The key to overcoming these challenges is ongoing education and training. Agents should regularly attend workshops and training sessions to stay up to date with the latest technologies and trends.

Another challenge is integrating new tools into existing systems. Agents can overcome this challenge by conducting thorough testing and familiarization sessions with new technologies before full implementation.

Security concerns are also a major challenge. With the increased use of technology comes the risk of data leaks and cyber threats. Agents must be trained in cybersecurity best practices and protocols to protect customer information.

Cost constraints can also be an obstacle, but companies can address this by investing in scalable and modular solutions that provide long-term benefits without overwhelming upfront costs.

Building a culture of technical competence and digital literacy today

Do you want your employees to fumble with technology during an important customer interaction, or to use it confidently and competently? Technical literacy isn’t just about individual skills—it’s about creating a culture where digital literacy is the norm. Organizations need to prioritize continuous learning and provide resources that encourage technological exploration and innovation.

By running regular training programs, fostering a collaborative environment where agents can share technical tips, and investing in the latest tools, you can significantly increase your team’s technical skills.

By building a culture of digital literacy today, you ensure your contact center is ready for the technological demands of tomorrow. Encourage your agents to embrace technology, provide them with the tools and training they need, and watch them use their newfound technical expertise to improve the customer experience.

Your customers will notice the difference and your business will benefit from improved efficiency and satisfaction. How can you foster this culture in your contact center? The future of CX depends on it.

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