Azure Beatrice, Author at Brightmetrics

Top 4 Reasons to Implement Call Deflection in Your Call Center

With the world heading further toward instant gratification, customers are no longer willing to wait on hold or be transferred to multiple customer service representatives. And with the rise of digital channels being used to interact with customers, such as chatbots and social media, businesses are expected to increase customer engagement and streamline these support processes. Call centers must leverage these alternative digital channels to ensure customer service agents maintain a high level of support. Luckily, deflecting to digital channels is one of the best ways to satisfy customers when handling extremely high call volume.

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7 Contact Center Trends You Should Know About

Recent contact center trends have brought new challenges for customer service teams. For the unprepared, the relentless surge of industry and economic demands could easily disrupt communications. You can future-proof your business through contact center solutions and tools with systematic, data-based communications that respond to specific customer needs. Here are seven contact center trends to keep in mind when working towards a positive shift in your customer experience initiatives this year and beyond.

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10 Ways Contact Center Managers Can Benefit from Enhanced Analytics

Are you making the most of your data? Contact center analytics take your customer call and interaction data, and transform it into actionable insights you can use to hone the performance of your agents and your overall operation. Your contact center is a direct interaction point for customers, and there’s a wealth of information from every engagement. It’s easy to underestimate how vital this data is, which is why we’ve brought together these 10 key benefits for call center and contact center managers.

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8 Metrics to Improve Call Center Operations

Call center metrics are key indicators used to measure and assess the efficiency of call center processes. Every organization uses its own set of metrics according to its standards and policies. The operations manager uses the insights gained from these metrics to know staffing requirements, analyze recent trends, and even identify peak hours. Let’s further explore these 8 call center metrics that help track how an organization is meeting its goals.

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Elevating Your Call Center Reporting for 2023

Changes in technology and consumer expectations will influence how successful call centers operate in 2023 and beyond. You can stay ahead of emerging trends by refining your call center reporting strategy and making adjustments to metrics as needed. Of course, you’ll get the best results when you focus on the call center metrics that matter most to today’s consumers. Consider these call center reporting tactics to stay on top of performance and customer satisfaction benchmarks in the coming year.

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5 Easy Ways To Improve Customer Experiences in Your Call Center

According to a customer service study, 72% of customers will tell six or more people if they have a satisfying experience with a company. Meaning, a single bad interaction with your organization’s call center team could not only risk your customer loyalty but also customer referrals and positive word of mouth. Here are 5 easy ways to improve your call center operations and enhance your customer experience.

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3 Strategies to Reduce Call Center Average Wait Time

“Your call is important to us” has become a common line in the world of call centers and contact centers. But how long are your customers willing to wait for a response from your customer service agent? We can predict the sentiment with the key performance indicator, known as Average Wait Time (AWT).

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22 Essential Customer Service Stats To Know in 2022

Consumers have been interacting with companies and brands for decades. However, only in recent years has the customer experience become an integral part of the overall buyer’s journey. Customers value a company’s attention to their needs and concerns far beyond their initial purchases or services. Pivoting business resources and focusing on customer interactions, provides key insights into improving customer retention and loyalty to your company and brand. Here are 22 interesting customer service statistics to consider when evaluating your contact center customer experience strategy and goals.

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3 Simple Solutions To Turn Your Call Center Agents into Brand Champions

Narratives around call center operations are constantly evolving. In an era of cost containment, labor shortages, and customer experience, everyone is looking for a “do it all” magic elixir. Supporting your workforce with the tools and guidance they need to succeed as revenue-generating agents is in the best interest of your business. Enter “in-house” brand champions. 

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5 Reasons You Need Better Analytics for Your Mitel MiVoice Business System

Having the right data is invaluable in making your Unified Communications (UC) system a strategic asset for your organization’s customer engagements. Brightmetrics makes it easy to tap into the vast amount of information that your Mitel system collects with our powerful analytics and reporting software. And starting now, not only do we support the Mitel […]

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