Data Analytics Archives - Brightmetrics

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 […]

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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™. The time of year […]

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office team toasting to the holidays

Brightmetrics Celebrates Another Year of Growth

As we come to the end of an extraordinary year, and our team at Brightmetrics™ quickly wraps up their Q4 tasks before diving into holiday festivities, we’re also taking the time to reflect. In spite of another year filled with uncertainties, we can’t help but feel immensely grateful for our team’s ability to adapt to […]

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What is Business Intelligence & Why Does It Matter for Call Centers?

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 […]

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2 Contact Center Metrics That Will Immediately Improve Your Customer Experience

You may think your contact center team delivers a great customer experience, but does your data support this notion?   Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several agreed key contact center metrics you need for a balanced perspective […]

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How to Predict Your Call Center Needs with Staff Forecasting

There is no doubt that call centers continue to be the frontline teams directly interacting with your customers. Even with the rise in popularity of other digital customer service channels, like email and chat, voice calling remains one of the most popular channels in addressing customer issues and providing support.  

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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 […]

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