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 […]
We are midway through 2022. Contact center trends that were forecasted at the beginning of the year have had sticking power and we have seen a common theme emerge as the months have passed. The theme: Strategic organizations are centralizing their operations around consistency.
In a call center, few things are as mission-critical as having adequate information. Being able to understand how each individual, team, product, and channel is performing together at any given point in time helps with agile decision-making and building positive customer experiences. The best way to get the information you need? Call center analytics.
In recent years, the customer service industry has been upended with pandemic-related challenges. In particular, call centers and their teams have had to quickly adapt to new work environments, technological barriers, high call volumes, and increased customer escalations, just to name a few. And as organizations continue to navigate and adjust to the expectations of their customers and employees, certain call center customer experience trends have come to light.
When you are communicating in person, we have much more than words on our side to help us get our point across. Body language, facial expressions, hand movement and gestures, and of course, our tone of voice help us deliver our message the way we intend it to be understood. So much of human communication is non-verbal and helps our brains figure out the context and meaning of messages. When we communicate over the phone and no longer have those nonverbal cues on our side, suddenly our word choice and our tone of voice become increasingly significant.
If you have ever read any of our other blogs (which we highly recommend) you might notice that we use the terms call center and contact center interchangeably. We do this because we provide software that can benefit both call centers and contact centers but there is actually a difference in business application.
Anyone familiar with call center management knows that keeping a close watch on metrics is a must when running efficient operations. There are dozens of call center Key Performance Indicators (KPIs) that can be tracked but ultimately, it comes down to measuring what is most important to your team and business goals.
We have all been there. You finally get a few minutes to make the call you have been putting off all week. You dial in and get put on hold. After waiting for what feels like an eternity you give up and hang up the phone, abandoning your call. A company’s call center abandonment rate is one of the most important key metrics to monitor and also one of the simplest to improve with the right modifications to your procedures.
We love the optimism and the hopefulness that beginning a new year brings. Individuals ruminate about self-improvement practices. Businesses try to forecast what is ahead of them and craft strategies to support those forecasts. Being a call center analytics software company, this is our favorite time of year at Brightmetrics™.
As we come to the end of an extraordinary year, and our team at Brightmetrics™ quickly wraps up their Q4 tasks before diving into holiday festivities, we’re also taking the time to reflect. In spite of another year filled with uncertainties, we can’t help but feel immensely grateful for our team’s ability to adapt to the ebbs and flows of the current market, and our channel partners’ dedication to learn and support Brightmetrics.