KPIs Archives - Brightmetrics

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 […]

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The Surprising Missing Ingredient in Call Center Operations

We are midway through 2022. Contact center trends that were forecasted at the beginning of the year have had sticking power and we have seen a common theme emerge as the months have passed. The theme: Strategic organizations are centralizing their operations around consistency. 

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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.

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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.

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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.  

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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.

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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. 

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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.

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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. 

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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 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. 

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