Services and support are a critical part of customer satisfaction — getting services right creates happy, loyal customers and repeat sales. Birst helps services managers improve the customer experience by helping them to identify emerging trends, spot potential problems, and understand how marketing, sales, or product issues are impacting the services organization.
Birst's flexible, easy-to-use business analytics and reporting helps you to better monitor and manage the call center and support teams. With Birst, you can easily analyze factors like average call handle time and first call resolution rates, looking at overall trends as well as individual performance. With Birst, you can identify problem areas quickly, so that you can resolve problems before they escalate.
Deep analysis of performance data helps to optimize staffing practices, identify key success criteria, and recognize how hiring adjustments can support business goals. Birst can also help assess which products are creating the most customer calls, which marketing campaigns impact the call center most, and how support is helping to drive customer loyalty and sales.
With Birst you can:- Analyze average call handle time, both overall and by employee
- Assess first call resolution rates to maximize effectiveness and reduce repeat calls
- Assess performance by team and individual employee, so that you can reward star performers and identify training needs
- Analyze staffing and performance data
- Identify red flag problem areas in staffing, training, and technology for resolution
A service dashboard showing key service metrics — incident time to close, first call resolution rates, and the amount of time required to do specific service tasks — with performance benchmarked over time.
Birst easily connects to your customer service solutions and other key applications
Birst easily connects to major sales automation solutions, such as RightNow and Siebel/Oracle. A fully integrated RightNow solution is available; Birst also has an easy to use Birst Connect feature that pulls all of your critical information, including custom information fields, into Birst for quick analysis and reporting.
Birst also easily combines services and support information with information from other systems, like finance, so that you can see when support calls result in future sales.
To learn more about how you can use Birst for service analysis and reporting, contact the Birst Team. Click here.
