KPI Archives - Brightmetrics

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.

November 8, 2023November 8, 2023 by Leigh McKenney

Forget Spreadsheets, Learn About Contact Center KPI Reporting Alternatives

Contact center operations managers frequently deal with the challenges that arise when their teams rely on basic spreadsheet software to present and analyze key performance indicators (KPIs). This often entails time-consuming tasks like cell formatting, formula creation, and data management to improve the comprehensibility of KPI reporting within your contact center or call center. It’s not uncommon for team members to find software like Excel somewhat intricate to navigate, requiring manager intervention for the heavy lifting. Fortunately, there are more effective approaches to assessing and dissecting KPIs. In this article, we discuss the challenges and opportunities for contact center KPI reporting.

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 25, 2023September 25, 2023 by Azure Beatrice

7 Tips To Rapidly Improve Call Center Resolution Rates

To ensure exceptional customer satisfaction rates, the initial step involves identifying the key call center metrics to evaluate. Among these metrics, First Call/Contact Resolution (FCR) stands out as a critical one. It helps gauge the effectiveness of your agents in addressing customer queries correctly, while also assessing whether callers need to return for the same issue. By implementing these tips in your call center, you can enhance your FCR rate and elevate overall customer satisfaction scores.

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 17, 2023August 17, 2023 by Leigh McKenney

How Call Center Analysts Can Drive Success with Improved KPI Reporting

In the bustling realm of call centers, data collection and analysis act as guiding beacons, illuminating pathways to enhance performance and continuous growth. Yet, the journey from raw data to meaningful insights is only half the battle. Call center and contact center analysts often need effective ways to communicate insights to executives, managers, and employees. But here’s the twist: bridging the gap between insights and impact demands more than data wizardry. It requires a language that resonates across all levels of the organization, a language that turns numbers into narratives and graphs into actionable insights.

in Analytics and Reporting / Business Intelligence / Data Analytics / Data Visualization / KPIs / Reporting

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.

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.

May 4, 2023May 4, 2023 by Michele Cuchra

Combatting Challenges in Your Omnichannel Contact Center

Omnichannel contact centers aim to serve customers across different communication channels. By adopting this strategy, a contact center can streamline its communication channels and serve more customers in less time. However, an omnichannel approach can pose challenges for the contact center. Gartner Marketing Research reports that half of the companies that tried implementing this approach have failed. In this article, we will discuss the potential barriers to success and ways to overcome them.

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