Have you ever wondered if your call center agents are using clever tricks or strategies to lighten their workload and maximize their breaks? In this blog, we’ll explore seven common hacks that agents use and show you how to identify them using Brightmetrics. Discover how you can ensure optimal productivity in your call center or contact center while still allowing your agents their well-deserved rest breaks and avoiding burnout.
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.
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.
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.
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.
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?
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.
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.
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.
Your contact center is more than just a place customers reach out to when they have a problem. It’s also a hotbed of opportunities to connect with customers, champion your brand, and create selling opportunities via relationship building. Your customer service agents are the frontline of your business and, as far as customers are concerned, the face of your company. Let’s look at just how important your contact center customer experience (CX) is and how you can maximize the talent and technology within it for business growth.