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.
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.
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 […]
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.
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.
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.
When you think of common analytics tools, what first springs to mind? Perhaps, Google Analytics? Good guess. It is a super popular tool. In fact, 29 million sites on the internet use Google Analytics. But, Google Analytics is not an analytics tool but actually a reporting tool. Now you may be thinking…. Is there a difference between reporting and analytics? The answer is YES!
In the world of business intelligence, “data” and “analytics” are often terms used when discussing tools your business should or could be using more efficiently. But it gets confusing really quickly when you start looking into how to actually use and analyze data. Things quickly become about programming languages, machine learning, and artificial intelligence. Or you click one too many times and you get into the weeds of advanced statistical analysis and regression models or predictive modeling.
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.