Data Analytics Archives - Brightmetrics

May 4, 2023May 4, 2023 by Michele Cuchra

Combatting Challenges in Your Omnichannel Contact Center

Omnichannel contact centers aim to serve customers across different communication channels. By adopting this strategy, a contact center can streamline its communication channels and serve more customers in less time. However, an omnichannel approach can pose challenges for the contact center. Gartner Marketing Research reports that half of the companies that tried implementing this approach have failed. In this article, we will discuss the potential barriers to success and ways to overcome them.

April 4, 2023 by Azure Beatrice

The 2 Key Analytic Functions That Drive Contact Center Customer Satisfaction

While there are many organizational methods of improving your customer satisfaction (CSAT) score, such as continuous agent training and prioritizing customer satisfaction, modern analytics technology can significantly reduce the time (and cost) required to ensure satisfied callers. There are 2 key data-driven functions to achieve and sustain a high CSAT score in your contact center – historical data and real-time perspectives.

March 9, 2023March 10, 2023 by Michele Cuchra

3 KPIs Insurance Industry Call Centers Should Track

Contact centers get a bad rap. Most customers would rather spend their time on a variety of other tasks than contact their insurance customer service center. In fact, nearly a quarter of Americans surveyed would rather shave their head than speak to a customer service rep, while 22% would prefer to spend a night in jail. However, insurance company call centers or contact centers can drastically reduce wait times and change their customers’ perceptions by providing excellent and speedy customer service with the help of measuring the right KPIs.

February 2, 2023February 3, 2023 by Michele Cuchra

How to Identify the Right Call Center Metrics to Measure?

What are the best call center metrics to track? Which ones should you set goals for and base reporting on? Some key metrics provide valuable insights into your call center’s organizational workflows. Others offer little value for your center and can complicate matters when measuring agent performance or tracking customer satisfaction. Performance analysis is supposed to help day-to-day operations, not hinder them.

January 30, 2023January 30, 2023 by Azure Beatrice

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.

January 19, 2023January 19, 2023 by Leigh McKenney

5 Ways Call Center Analytics Improve Remote Working

Call center analytics are designed to provide insight into the overall performance of your call center, including adjusting how you manage your workforce and how this impacts the overall customer experience–regardless of where your agents work from. Successfully managing a fully remote or hybrid call center becomes more achievable with relevant insights from your customer interaction data. Let’s look at 5 ways call center analytics can improve remote working for your employees and create better customer outcomes.

January 6, 2023January 9, 2023 by Azure Beatrice

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.

December 21, 2022January 11, 2023 by Azure Beatrice

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.

in Agent Performance / Analytics and Reporting / Customer Experience / Data Analytics / KPIs / Reporting

November 30, 2022January 11, 2023 by Leigh McKenney

4 Ways To Boost Customer Engagement With Analytics

Contact center analytics offer your organization deeper customer engagement insights than standard sales and revenue figures. By tapping into the nuances of daily customer conversations and interactions, you can maximize the potential of the Voice of the Customer (VoC) with a compilation of callers’ needs, wants, and expectations via a single reference point. Here are 4 ways better analytics can easily improve your customer engagement.

November 15, 2022January 27, 2023 by Azure Beatrice

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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