Business Intelligence Archives - Page 3 of 6

October 27, 2022October 27, 2022 by Azure Beatrice

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.

October 12, 2022October 14, 2022 by Michele Cuchra

5 Things To Consider When Building Your Contact Center Dashboard

Building contact center dashboards can be grueling and for a good reason. These dashboards must highlight correct, relevant, and up-to-date information in order to best inform your teams. But with the sheer volume of interaction data available, one can easily get lost in the details. When building your dashboards, follow these tips to ensure the most critical data is visible and actionable at a glance.

October 6, 2022 by Azure Beatrice

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.

September 21, 2022January 11, 2023 by Azure Beatrice

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).

August 19, 2022August 19, 2022 by Michele Cuchra

BPO Call Centers: Pros and Cons of Outsourcing

Not all organizations have the capabilities or resources to provide the level of call center support that customers have come to expect. Outsourcing customer service functions to an external third party often allow companies to focus their efforts on other elements of their business, like product or sales development, while also offering consistent and exceptional customer support. When considering outsourcing any customer service elements, BPOs become an important part of the conversation. Discover what a BPO call center is and the various components of implementing them in your customer support models.

August 2, 2022 by Azure Beatrice

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.

July 28, 2022January 11, 2023 by Peter Hornberger

What is CSAT Score & How to Measure It for Your Contact Center?

CSAT score or CSAT is a customer satisfaction score. This metric is typically measured by surveying customers at various points in their buying journey. CSAT scores can be measured after a purchase, whilst onboarding for a new service, or after an interaction with customer support. The score itself is vitally important to organizations. CSAT helps businesses determine in which areas they are excelling and which they could improve to ensure their customers are satisfied with their experience.

in Agent Performance / Analytics and Reporting / Business Intelligence / Customers / Data Analytics / KPIs / Reporting / Updates

July 15, 2022July 20, 2022 by Azure Beatrice

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.

June 23, 2022December 6, 2022 by Azure Beatrice

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 […]

June 1, 2022June 1, 2022 by Michele Cuchra

Call Center Analytics: Types & Benefits to Your Customer Experience

Customers care about their interactions with your business more than ever before. By unearthing the customer data insights your business call center is already collecting, businesses can better meet customers’ expectations, and improve their overall customer experience. Call center analytics makes it easy to understand your customers.

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