Customer Satisfaction Archives - Page 3 of 3 - Brightmetrics
Call center agent at his desk

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. While you may have encountered some […]

Read More
canoe floating on transparent water

Are Quarterly Business Reviews Enough in the 2020s?

There has to be a better way to build trust through transparency with your customers, right? If you’re waiting over 90 days to evaluate your team’s performance to Service Level Agreements (SLAs) in your Quarterly Business Reviews, then you’re right. There is a better way. A few decades ago (I’ll look forward to the age […]

Read More
Hikers reaching the top of a mountain

Experience as a Service With Genesys Cloud

Are you offering a simple point of contact for your organization, or are you crafting a complete experience? Is the team that answers the phone, emails, and chats from your customers an inevitable necessity and cost center? Or do you see these moments of interaction as opportunities to strengthen the customer journey and build an […]

Read More
Young female customer service agent smiling

Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool. Why do we feel so strongly about this? Well, here are just a few examples where native reports fall short: The single-point-in-time snapshots […]

Read More

What Are Thresholds and Why Do They Matter To Call Centers?

If you said, “thresholds are a strip of wood, metal, or stone forming the bottom of a doorway”, well…. you’d technically be right, but we’re not talking about that kind of threshold.   No, we’re talking about time (or count) thresholds as they relate to inbound calls in your call center. These are pre-planned values […]

Read More

Contact Us