“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).
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.
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.
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 […]
If you work as a contact center manager, you probably have experienced the following scenario: You have several agents out on their scheduled lunches when your website experiences an issue and there is a sudden influx of calls. Your agents that are still logged on are managing the influx to the best of their abilities but you are watching calls getting abandoned and wait times climb. It is stressful for everybody involved and you know this situation could quickly escalate and have serious down-the-line consequences.
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.
There is no doubt that call centers continue to be the frontline teams directly interacting with your customers. Even with the rise in popularity of other digital customer service channels, like email and chat, voice calling remains one of the most popular channels in addressing customer issues and providing support.
When it comes to call centers and data, most everyone knows what a Key Performance Indicator (KPI) is. Call Center KPIs help determine if teams are meeting their performance goals and overall business goals, including agent performance and delivering exceptional customer service. Team leaders usually monitor these to give key stakeholders a pulse on […]