Contact Center Project of the Year

To bring an end to a brilliant year for bmetric, we entered into the Telecom Inspirience Awards and brought home the gold. Onsite Channel Management is now an award-winning technology, winning Best Contact Center Project at the Telecom Inspirience Awards 2018. Here is what the judges had to say about the Telia business case we […]

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Modelling the CX for Competitive Differentiation

An intelligent, data-led approach to curate effortless customer experiences—for the right customers. This instalment of bmetric Explore introduces, what we have learnt to be, the intelligent approach to leveraging the Customer Experience; to position your brand as the logical first choice against your competitors. In markets occupied by agile competition, where price-comparison sites enable the consumer […]

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Reducing effort in the customer experience: UX is fundamental

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre. The User Experience is a foundation of great Customer Experiences, in both selling and service. There is a tendency, in eCommerce and Contact Centre optimisation, to implement the new, […]

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Defining the Commercial Spectrum: Increasing sales and conversions with positive customer experiences

  bmetric Visualised is a series of presentations, including the latest diagrams, infographics and data-visualisations from our work here at bmetric. In this first post, we’re introducing what we have termed ‘The Commercial Spectrum’. Click to read bmetric Visualised: The Commercial Spectrum There is no ‘one-size-fits-all’ customer journey. A percentage of leads will be lost due […]

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Unspoken Insights: Unite website & contact centre to hear what isn’t said

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre.   “The most important thing in communication is hearing what isn’t said.” This quote, by Peter F. Drucker – Management Consultant and well-renowned ‘business thinker’– is often cited to […]

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Make Website & Call-Centre Play Nice

The path to purchase is far more complex than ever before. Especially when two departments share the same goal – ie. to make a sale or provide customer service. Websites are the storefront of modern commercial companies, built to handle everything from sales to service; the call-centre is supposed to enhance that experience, because of […]

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