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.
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.
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.
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!
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.
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.
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™.
Business intelligence (BI) empowers business users to glean valuable insights from data using agile self-service programs without requiring IT intervention. Understanding your company’s valuable data can take the guesswork out of decision-making, improve coordination between departments, and help align core business initiatives. This article will help you understand the basics of BI and why it needs to be a priority for your organization.
Does your current contact center analytics platform make your customer data completely accessible to you and your team? Does it also offer you the control and flexibility to slice and dice that data, diving deeper into your customer engagement reports?
Every role in an organization that is dependent on customer interactions can benefit from well-developed scheduled reports for their contact center data. Brightmetrics™ makes scheduling the delivery of unique reporting and dashboards incredibly easy. We’ve narrowed down the 5 key steps to building the best reports for your organization that can maximize the value and business insights for many different stakeholders in different areas, and certainly for key decision-makers.