Data Analytics Archives - Page 5 of 5 - Brightmetrics

How To Find Your Best Metrics for Agent Productivity

Creating your own call center agent gamification program can feel like a stressful, daunting task. However, we are here to tell you that it doesn’t have to be awful. It’ll take a little bit of time, but the outcome will be more than useful in teaching your team how to better work towards their performance […]

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3 Steps To Motivate Your Call Center With Gamification

You’ve probably heard the term gamification. But what does gamification really mean? Or most importantly, how could it actually be useful in the call center?   Find the answers to these questions and more in the video below. Take a look!     Gamification Defined Some people think of gimmicks with the term “gamification” like […]

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KPI vs KRI: What’s the Difference?

When it comes to call centers and data, most everyone knows what a Key Performance Indicator (KPI) is. Call Center KPIs help determine if teams are meeting their performance goals and overall business goals, including agent performance and delivering exceptional customer service.   Team leaders usually monitor these to give key stakeholders a pulse on […]

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