Call Center Metrics

Which 2 Metrics Can I Use for a Better Customer Experience Tomorrow?

Each call center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key call center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, etc.), there are a couple of metrics that are within your span of control […]

Read More
Improve Call Center Agent Performance

3 Ways to Improve Call Center Agent Performance

If you use Brightmetrics Core UC Analytics Service to derive valuable business insights from your ShoreTel business phones, you’re already a believer in empowering your team with data perspectives that are tailored and unique to your organization. Call center management and team leaders can also take these benefits to the next level with ECC Analytics […]

Read More
Optimized call center performance with ShoreTel data.

Strategic and Tactical: The Dynamic Duo of Call Center Management

Great things seem to come in pairs: peanut butter and jelly, paper and pen, Batman and Robin, bacon and… anything. Call center management is no different. When it comes to successfully managing a call center, one of the most important ways to increase the effectiveness of your business intelligence is to combine strategic and tactical […]

Read More