Customer Experience Archives - Page 2 of 3 - Brightmetrics

5 Strategies to Improve Tone in Your Call Center

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.

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Contact Center vs Call Center: 3 Key Differences

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. 

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Call Center KPIs: Measuring the Right Metrics

Anyone familiar with call center management knows that keeping a close watch on metrics is a must when running efficient operations. There are dozens of call center Key Performance Indicators (KPIs) that can be tracked but ultimately, it comes down to measuring what is most important to your team and business goals.

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4 Tips To Improve Your Call Center Abandonment Rate

We have all been there. You finally get a few minutes to make the call you have been putting off all week. You dial in and get put on hold. After waiting for what feels like an eternity you give up and hang up the phone, abandoning your call. A company’s call center abandonment rate is one of the most important key metrics to monitor and also one of the simplest to improve with the right modifications to your procedures. 

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office team toasting to the holidays

Brightmetrics Celebrates Another Year of Growth

As we come to the end of an extraordinary year, and our team at Brightmetrics™ quickly wraps up their Q4 tasks before diving into holiday festivities, we’re also taking the time to reflect. In spite of another year filled with uncertainties, we can’t help but feel immensely grateful for our team’s ability to adapt to the ebbs and flows of the current market, and our channel partners’ dedication to learn and support Brightmetrics. 

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How to Get More from Your Contact Center Analytics for Free

Managing performance in your contact center is strenuous, but essential to organizations. And this past year monitoring performance has become even more complicated as teams have shifted to a hybrid or fully remote work environment. Reduced or stricter budgets, as well as limited staff and management, have only added to the mix. However, at the same time, your customers haven’t stopped reaching out to your business.

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Forget Your Native Reporting Tool, 5 Reasons to Make the Switch

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?  

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3 Sure Ways to Exceed Customer Expectations in 2021

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.

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Our Top 10 Wins From 2020

Last year at this time, the Brightmetrics team didn’t have even the slightest idea what 2020 would bring. Many of us were excited for the turn of the decade, optimistic about new adventures and experiences to come. And then quite suddenly, all of our lives drastically changed in a matter of weeks, and things haven’t really been the same since.

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