Customer Experience Archives - Brightmetrics

What is Average Speed of Answer, and Why You Should Be Tracking It

An abundance of key metrics can be used to gauge the efficiency of an organization’s call center or contact center operations. The Average Speed of Answer is often one of the most popular metrics to measure, but can also be challenging to decipher. At the basic level, Average Speed of Answer is about finding the fastest path to answering a customer’s questions.

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3 Strategies to Reduce Call Center Average Wait Time

“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).

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BPO Call Centers: Pros and Cons of Outsourcing

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. 

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22 Essential Customer Service Stats To Know in 2022

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.

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What is CSAT Score & How to Measure It for Your Contact Center?

CSAT score or CSAT is a customer satisfaction score. This metric is typically measured by surveying customers at various points in their buying journey. CSAT scores can be measured after a purchase, whilst onboarding for a new service, or after an interaction with customer support. The score itself is vitally important to organizations. CSAT helps businesses determine in which areas they are excelling and which they could improve to ensure their customers are satisfied with their experience.

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3 Simple Solutions To Turn Your Call Center Agents into Brand Champions

Narratives around call center operations are constantly evolving. In an era of cost containment, labor shortages, and customer experience, everyone is looking for a “do it all” magic elixir. Supporting your workforce with the tools and guidance they need to succeed as revenue-generating agents is in the best interest of your business. Enter “in-house” brand champions. 

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5 Reasons You Need Better Analytics for Your Mitel MiVoice Business System

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 […]

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The Surprising Missing Ingredient in Call Center Operations

We are midway through 2022. Contact center trends that were forecasted at the beginning of the year have had sticking power and we have seen a common theme emerge as the months have passed. The theme: Strategic organizations are centralizing their operations around consistency. 

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Call Center Analytics: Types & Benefits to Your Customer Experience

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.

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Knowledge Is Power With Call Center Analytics

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. 

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