Business Intelligence Archives

June 23, 2022June 23, 2022 by Azure Beatrice

5 Reasons You Need Better Analytics for Your Mitel MiVoice Business System

Having the right data is invaluable in making your Unified Communications (UC) system a strategic asset for your organization’s customer engagements. Brightmetrics makes it easy to tap into the vast amount of information that your Mitel system collects with our powerful analytics and reporting software. And starting now, not only do we support the Mitel […]

June 1, 2022June 1, 2022 by Michele Cuchra

Call Center Analytics: Types & Benefits to Your Customer Experience

Customers care about their interactions with your business more than ever before. By unearthing the customer data insights your business call center is already collecting, businesses can better meet customers’ expectations, and improve their overall customer experience. Call center analytics makes it easy to understand your customers.

in Agent Performance / Analytics / Business Intelligence / Collecting Data / Data Analytics / KPIs / Reporting / Updates

May 20, 2022May 20, 2022 by Azure Beatrice

Knowledge Is Power With Call Center Analytics

In a call center, few things are as mission-critical as having adequate information. Being able to understand how each individual, team, product, and channel is performing together at any given point in time helps with agile decision-making and building positive customer experiences. The best way to get the information you need? Call center analytics.

in Agent Performance / Analytics / brightmetrics / Business Intelligence / Customers / Data Analytics / Genesys Cloud / Mitel / Reporting / Updates

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.

in Agent Performance / Analytics / Business Intelligence / Data Analytics / Data Visualization / KPIs / Reporting / Updates

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

April 15, 2022 by Azure Beatrice

Call Center Customer Experience: 4 Trends to Apply Today

In recent years, the customer service industry has been upended with pandemic-related challenges. In particular, call centers and their teams have had to quickly adapt to new work environments, technological barriers, high call volumes, and increased customer escalations, just to name a few. And as organizations continue to navigate and adjust to the expectations of their customers and employees, certain call center customer experience trends have come to light.

in Agent Performance / Analytics / brightmetrics / Business Intelligence / Customers / Data Analytics / Discussion / Mitel / Reporting / Updates

April 8, 2022 by Azure Beatrice

5 Strategies to Improve Tone in Your Call Center

When you are communicating in person, we have much more than words on our side to help us get our point across. Body language, facial expressions, hand movement and gestures, and of course, our tone of voice help us deliver our message the way we intend it to be understood. So much of human communication is non-verbal and helps our brains figure out the context and meaning of messages. When we communicate over the phone and no longer have those nonverbal cues on our side, suddenly our word choice and our tone of voice become increasingly significant.

in Agent Performance / Business Intelligence / Call Center Tricks / Customers / Genesys Cloud / KPIs / Mitel / Reporting

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 17, 2022February 18, 2022 by Azure Beatrice

3 Ways To Keep Your Remote Call Center Employees Engaged

Call center managers supporting their team members is more important than ever before. With the great return to the office lagging for many businesses across the country, it’s safe to say that remote work is here to stay, at least for the time being.

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Data Visualization / Genesys Cloud / KPIs / Mitel / Reporting / Updates

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