Peter Hornberger, Author at Brightmetrics

May 12, 2022May 13, 2022 by Peter Hornberger

3 Benefits of Real-Time Analytics in Your Contact Center

If you work as a contact center manager, you probably have experienced the following scenario: You have several agents out on their scheduled lunches when your website experiences an issue and there is a sudden influx of calls. Your agents that are still logged on are managing the influx to the best of their abilities but you are watching calls getting abandoned and wait times climb. It is stressful for everybody involved and you know this situation could quickly escalate and have serious down-the-line consequences.

April 29, 2022April 29, 2022 by Peter Hornberger

6 Successful Call Center Management Strategies

Call centers and contact centers are fast-paced environments with a variety of tasks, processes, and team members. However, due to these fast-paced environments, things can also easily fall apart quickly. High call volumes, long queue times, over or understaffing issues, and customer escalations are just a few examples of how a perfectly regular day in a contact center can turn ugly. Call center management is a complex skill to master, but fortunately, with the right tools, strategies, and mindset, the skill becomes more achievable.

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Data Analytics / KPIs / Updates

March 31, 2022March 31, 2022 by Peter Hornberger

Contact Center vs Call Center: 3 Key Differences

If you have ever read any of our other blogs (which we highly recommend) you might notice that we use the terms call center and contact center interchangeably. We do this because we provide software that can benefit both call centers and contact centers but there is actually a difference in business application.

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Customers / Data Analytics / KPIs / Reporting / Updates

March 25, 2022March 31, 2022 by Peter Hornberger

Call Center KPIs: Measuring the Right Metrics

Anyone familiar with call center management knows that keeping a close watch on metrics is a must when running efficient operations. There are dozens of call center Key Performance Indicators (KPIs) that can be tracked but ultimately, it comes down to measuring what is most important to your team and business goals.

February 3, 2022February 25, 2022 by Peter Hornberger

Reporting vs Analytics: Their Differences and Importance

When you think of common analytics tools, what first springs to mind? Perhaps, Google Analytics? Good guess. It is a super popular tool. In fact, 29 million sites on the internet use Google Analytics. But, Google Analytics is not an analytics tool but actually a reporting tool. Now you may be thinking…. Is there a difference between reporting and analytics? The answer is YES!

January 20, 2022February 18, 2022 by Peter Hornberger

How To Leverage Data Analytics in Your Call Center

In the world of business intelligence, “data” and “analytics” are often terms used when discussing tools your business should or could be using more efficiently. But it gets confusing really quickly when you start looking into how to actually use and analyze data. Things quickly become about programming languages, machine learning, and artificial intelligence. Or you click one too many times and you get into the weeds of advanced statistical analysis and regression models or predictive modeling.

in Analytics / brightmetrics / Business Intelligence / Collecting Data / Data Analytics / Data Visualization / Updates

January 14, 2022February 18, 2022 by Peter Hornberger

4 Tips To Improve Your Call Center Abandonment Rate

We have all been there. You finally get a few minutes to make the call you have been putting off all week. You dial in and get put on hold. After waiting for what feels like an eternity you give up and hang up the phone, abandoning your call. A company’s call center abandonment rate is one of the most important key metrics to monitor and also one of the simplest to improve with the right modifications to your procedures.

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Customers / Data Analytics / KPIs / Reporting / Updates

January 7, 2022February 18, 2022 by Peter Hornberger

Call Center Best Practices to Implement in 2022

We love the optimism and the hopefulness that beginning a new year brings. Individuals ruminate about self-improvement practices. Businesses try to forecast what is ahead of them and craft strategies to support those forecasts. Being a call center analytics software company, this is our favorite time of year at Brightmetrics™.

in Agent Performance / Analytics / brightmetrics / Business Intelligence / Call Center Tricks / CEO / Customers / Data Analytics / Discussion / KPIs / Updates

November 16, 2021January 11, 2022 by Peter Hornberger

The Lasso Way: Contact Center Edition

Running a contact center is hard – not unlike the challenge that the world’s favorite hero faced when he opted to coach a rag-tag bunch of players in a sport across the ocean he knew nothing about.

in Analytics / brightmetrics / Call Center Tricks / Data Analytics / Data Visualization / Updates

March 23, 2021February 18, 2022 by Peter Hornberger

How to Get More from Your Contact Center Analytics for Free

Managing performance in your contact center is strenuous, but essential to organizations. And this past year monitoring performance has become even more complicated as teams have shifted to a hybrid or fully remote work environment. Reduced or stricter budgets, as well as limited staff and management, have only added to the mix. However, at the same time, your customers haven’t stopped reaching out to your business.

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