When it comes to delivering exceptional service, every second counts. For Lighthouse Works, an innovative non-profit BPO that empowers individuals with limited or no vision, optimizing contact center efficiency is both a business priority and a mission-driven goal. Serving over 30,000 clients across Central Florida, Lighthouse Works provides opportunities for meaningful employment while offering reliable, transparent customer service. In their drive for operational excellence, Lighthouse Works turned to Brightmetrics’ real-time analytics to bring their contact center performance to the next level.
The Challenge: Elevating Contact Center Performance with Data-Driven Decisions
For Lighthouse Works, optimizing contact center performance is more than just efficiency—it’s essential to delivering exceptional customer experiences and fulfilling their mission. While their transition to the Genesys Cloud platform provided new tools, it didn’t fully address their need for real-time insights that could empower agents and improve responsiveness. They needed a solution capable of cutting through vast amounts of data and offering the visibility and control necessary for swift, data-driven decision-making.
The Solution: Real-Time Data That Drives Decisions
Lighthouse Works turned Brightmetrics and fully integrated the platform into their Genesys environment, gaining powerful features like live agent monitoring, queue management, and customizable dashboards. Now, almost 90% of the Lighthouse Works team uses Brightmetrics, finding value in its real-time analytics, historical data, and automated reporting.
With Brightmetrics, Lighthouse Works gained a cohesive operational view and a proactive approach to resolving inefficiencies. Customizable dashboards enabled them to manage resources effectively and provide some clients with real-time visibility into performance, further strengthening client trust and transparency.
Results: Enhanced Productivity and Customer Satisfaction
The impact of Brightmetrics was immediate and transformative for Lighthouse Works. The organization saw an 11% increase in agent productivity, a 28% reduction in average handle time, and an impressive 35% drop in call abandonment rates. These operational gains enabled team leaders to shift their focus from daily micromanagement to strategic improvements, leading to a better experience for agents and customers.
As Mark Schlesinger, Director of Contact Center Operations, said, “Our standout moment was realizing the platform’s power in allowing us to effortlessly build and customize dashboards using our own data… the ease of use exceeded our expectations.” This boost in efficiency allowed Lighthouse Works to further its mission of delivering high-quality service while empowering agents to make a meaningful impact and experience for their customers.
Key Learnings
Lighthouse Works’ success with Brightmetrics shows the power of real-time data in transforming contact center performance. By gaining instant visibility into agent activities and customer interactions, they were able to:
- Enhance decision-making and efficiency through customizable dashboards
- Improve resource allocation and reduce handle times, raising productivity
- Strengthen customer satisfaction by lowering abandonment rates
Want the Full Story?
The Lighthouse Works success story with Brightmetrics is a powerful example of how real-time analytics can transform contact center operations. Ready to dive deeper into their journey? Click here to read the entire case study and see how Brightmetrics is helping organizations like Lighthouse Works achieve measurable, mission-driven results.
