Customer Satisfaction Archives

November 28, 2023November 28, 2023 by Azure Beatrice

3 Levers That Rapidly Boost A Contact Center CSAT Score

Across most industries, the average contact center CSAT score hovers at a mere 15%, a stark contrast to the gold standard of 80%. This glaring discrepancy underscores how many businesses overlook a critical factor that can determine the overall success of their operations. Customer satisfaction (CSAT) is often swiftly communicated, providing valuable insights into the effectiveness of your services and areas for improvement. Customers may express their satisfaction or discontent out of habit, but CSAT scores offer a guaranteed and precise method to measure the quality of your customer service. Here are 3 quick ways your team can start improving customer feedback and satisfaction in your contact center.

October 20, 2023 by Leigh McKenney

5 Trends to Navigate in the Evolving Landscape of Healthcare Contact Centers

Navigating the ever-evolving world of healthcare contact centers is no small feat. These vital hubs for patient communication are tasked with delivering swift responses and guiding individuals toward the right services. Success in this arena hinges on efficient customer service practices and metrics. Yet faced with constant change, healthcare contact centers must adapt. In this article, we explore the intersection of these developing trends, evolving metrics, and their profound impact on the performance of healthcare contact center agents.

September 12, 2023 by Azure Beatrice

The Ultimate KPIs to Rev Up Automotive Contact Centers

In the automotive industry, contact centers are the go-to for customer support in vehicle-related inquiries. To ensure top-tier service, team leads must gauge performance. Tracking pertinent contact center KPIs with cutting-edge software is the key. But which metrics should they focus on? Explore our top metrics for automotive contact centers to track, and see how powerful analytics tools enhance business intelligence and speed up customer engagement.

August 30, 2023 by Michele Cuchra

7 Workload Hacks Call Center Agents Use and How to Spot Them

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.

August 3, 2023August 3, 2023 by Michele Cuchra

A+ Metrics for Call Centers in the Education Industry

Enhancing the caller experience and meeting performance objectives in the education sector may not involve upselling products or chasing sales targets like traditional customer-facing call centers. However, it remains crucial for your educational institution to ensure a seamless experience for inbound callers and achieve internal goals. Curious about which key metrics your team leads should focus on? Discover the essential metrics that call centers in the education industry should track.

July 28, 2023July 28, 2023 by Azure Beatrice

AI for Your Contact Center: Is It Worth the Hype?

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.

July 6, 2023 by Azure Beatrice

How to Streamline Your Financial Services Call Center

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.

June 27, 2023June 27, 2023 by Guest Author, Brad Cleveland

10 Essential Properties That Make a Difference in Your Contact Center

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.

June 12, 2023June 12, 2023 by Guest Author, Brad Cleveland

Beyond Surveys: Unveiling the Secrets of Customer Satisfaction

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.

May 25, 2023May 30, 2023 by Guest Author, Brad Cleveland

How Service Level and Response Time Redefine Contact Center Accessibility

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?

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