Thursday, 20 August 2020 08:51

Call Center Data Analytics: The Key to Improving Customer Engagement

Building a positive customer experience is crucial to every call center. However, that’s often easier said than done. Between long waiting times, confusing menu options, and difficulty reaching the right person, many people feel frustrated throughout the process of seeking support via call centers. The key to changing that, and improving customer engagement, is through call center data analytics.

The good news is, there’s a lot of data that can be tracked at call centers such as average wait time, number of calls in a queue, client satisfaction, and more. The bad news is, sometimes that data is difficult to analyze. At High Country Workplace Technologies, we understand how important it is to be able to easily analyze the data that matters most. That’s why we now offer Brightmetrics, a tool that enables your team to gain critical insights into your business’s phone system and contact center.

Benefits of analyzing call center data

Analyzing call center data is incredibly important for businesses across every industry for many reasons, including:

The ability to make smarter, more informed business decisions

Real-world actionable data is key to making informed decisions for your business. Without that data, your decisions are essentially a shot in the dark. It’s impossible to know what’s working and what’s not, and that can quickly lead to expensive and time-consuming endeavors that yield little to no return.

Brightmetrics delivers a wide range of in-depth data that’s necessary to make informed business decisions in a single space. And with options to manipulate the data in whichever ways you need, it’s easy to find which analytics you’re actually looking for. Equipped with this knowledge, you’ll be able to make sound business decisions that support the overall goals of your organization.

Understand the customer experience at your contact center

Every business wants to provide a stellar contact center customer experience. But without any monitoring or reporting, it’s impossible to know whether or not your business is hitting the mark. You don’t know what your customers’ experiences are really like. You don’t know if customers are reaching the right person (or how many tries it may take). You don’t know if they’re being unnecessarily transferred. And you don’t know how long they’re put on hold—or how long they’re willing to wait.

With Brightmetrics, you get access to all this and more so you can provide a better customer experience, build stronger relationships, and increase customer loyalty.

Increase productivity

Call center analytics can also help you measure and increase your agent’s productivity levels. Without data tools, you can’t tell who your top performers are or where there are areas that need more attention. Brightmetrics allows you to analyze those productivity levels so you can identify which agent needs more support. This software also helps assess staffing levels so you can operate at peak efficiency.

Start leveraging call center data with Brightmetrics today

If you’re ready to make more informed business decisions and gain access to the data that matters most, reach out to us at High Country Workplace Technologies. We are your one-stop-shop for all of your call center analytics needs.

With 30+ years of experience, you can count on us to set your call center up for success. Contact us today to learn more about Brightmetrics and how it can best benefit your business.