Updates 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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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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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?  

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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 […]

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A man's hand reaching for a calculator

Build vs. Buy Contact Center Analytics: What is the Real Cost?

Professional sports has become one of the most data-driven industries in the world. If you’re new to this idea, or maybe looking for great stuck-at-home entertainment, watch Moneyball or head over to https://sabr.org/sabermetrics and dive in.   via GIPHY   I think we can agree that MLB is spending tens of millions of dollars a […]

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