Blog - Page 2 of 9 - Brightmetrics

AI for Your Contact Center: Is It Worth the Hype?

Artificial intelligence (AI) has taken the world by storm and is upending business processes. Goldman Sachs recently reported that as many as two-thirds of jobs in the U.S. and Europe are exposed to AI automation in varying degrees. So with the slew of AI for contact center software available, how will it change the current landscape? In this article, we delve into the impact of AI in contact centers and what it could mean for the future of work in this industry.

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Unraveling the Top 3 Challenges of Interpreting Your Customer Engagement Data

In the fast-paced world of contact center customer support, interpreting valuable customer engagement data can be a daunting challenge. As your company grows and scales, managing contact data becomes increasingly complex. By integrating an advanced communications and contact center analytics solution, your support team can consistently offer quality customer service and maintain optimal internal communications. We look at the main challenges encountered in interpreting customer engagement data and the advantages of implementing a systematic analytics approach.

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How to Streamline Your Financial Services Call Center

Picture a financial services call center where every customer situation is handled with utmost confidence, resulting in unprecedented levels of caller satisfaction and a superior reputation as a trusted financial solution provider. In this blog, we delve into the critical metrics that have the power to empower your call center and achieve extraordinary outcomes. By meticulously assessing the urgency and context of each interaction, you will gain access to accurate data that will drive effective first call resolution (FCR) and pave the way for enduring customer relationships.

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10 Essential Properties That Make a Difference in Your Contact Center

There are key aspects of service delivery that drive contact center performance. Think of them as essential categories of metrics or properties every organization should be monitoring. They range from foundational to strategic and provide much-needed focus. As you ensure they get the attention they deserve, great results follow. Let’s summarize them, identify the key supporting properties, and discuss how to effectively utilize these properties for your benefit.

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Beyond Surveys: Unveiling the Secrets of Customer Satisfaction

Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether a print shop with three employees, a government agency with 3,000 or a multinational company with 300,000, you need a strategy—not just a survey—to measure and understand customer satisfaction and leverage what you learn into ongoing improvements.

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How Service Level and Response Time Redefine Contact Center Accessibility

Accessibility is at the heart of effective contact center management. Without objectives and metrics that enable accessibility, the answers to several questions would be left to chance: How long will customers have to wait? How busy are your agents going to be? What resources (staff and technology) do you need?

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Productivity vs. Efficiency: What Matters Most for Contact Center Agents?

I used to find that many contact center managers viewed contacts handled as virtually synonymous with productivity. How many calls, or emails, or social posts did you handle? Simple, right? Well, not so fast. True productivity is advancing the mission of the organization.

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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.

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5 Metrics to Help Your Healthcare Call Center Thrive

Looking to deliver top-notch call center experiences to patients? Monitoring the right call center metrics will help equip your agents with the know-how to provide optimized caller experiences every time. Healthcare organizations that can systematically monitor call center performance metrics essentially drive patient engagement and quality services. But, which metrics should you track? Explore the […]

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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. 

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