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.
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.
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.
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.
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.
Data is here to stay. Businesses that understand the immeasurable value that their data holds and the impact of being able to properly access it will come ahead of competitors. Better understanding data through reporting and analysis helps with decision making and action within your organization leading to increased value and enhanced performance. In this article, we are going to explore the functionality of analytics and reporting, the key differences, and how clarifying your understanding of these terms can help your business work cohesively, more specifically, your business’s call center.
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™.
Does your current contact center analytics platform make your customer data completely accessible to you and your team? Does it also offer you the control and flexibility to slice and dice that data, diving deeper into your customer engagement reports?
2020 was, well, quite a year. Living through a pandemic for the past several months (feels like an eternity) has been hard on us all. Many of us had to quickly pivot the way we were doing business and develop what is now, our new, more flexible, business-as-usual. While we all continue to adapt, one thing remains constant – our want, or rather, need for immediate gratification.
We don’t have to convince the dedicated operators of the contact center. They know they’ve spent hours, maybe days agonizing at their desks pulling together data from customer interactions, extracting it into Excel, merging, “vlookup”ing, pivoting to get business insights, and pulling it all together into a presentable format to give to leadership. The native reports and dashboards can’t get you what you need.