Genesys Cloud Archives - Brightmetrics

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. 

Read More

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.

Read More

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.

Read More

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. 

Read More

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!

Read More

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.

Read More

Forget Your Native Reporting Tool, 5 Reasons to Make the Switch

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?  

Read More

3 Sure Ways to Exceed Customer Expectations in 2021

2020 was, well, quite a year. Living through a pandemic for the past several months (feels like an eternity) has been hard on us all. Many of us had to quickly pivot the way we were doing business and develop what is now, our new, more flexible, business-as-usual. While we all continue to adapt, one thing remains constant – our want, or rather, need for immediate gratification.

Read More
Man working on laptop at home

Our Top 10 Wins From 2020

Last year at this time, the Brightmetrics team didn’t have even the slightest idea what 2020 would bring. Many of us were excited for the turn of the decade, optimistic about new adventures and experiences to come. And then quite suddenly, all of our lives drastically changed in a matter of weeks, and things haven’t really been the same since.

Read More
Business woman looking at her watch at her desk

5 Steps to Mastering Scheduled Reports for Your Contact Center

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.

Read More

Contact Us