By now, I’m sure you know you can create visualizations on your Dashboard Charts in Brightmetrics. Did you know that you could create charts that allow you to see and compare data from 2 periods of time? This is important when you need help drawing out what could be trends, patterns or anomalies. When planning […]
Let’s set the scene. It’s a beautiful summer day. ☀ The sun is shining; the bees are buzzing. Any given day in July has the opportunity to be fantastic. Not only is this a great month for beach trips, great weather, and tanning (or getting sunburnt); July is an opportunity to take stock and regroup […]
With Summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals are rapidly dispatched to restore your ideal environment! […]
Here at Brightmetrics, we’re often asked, “What are the top charts that any organization could benefit from?” And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various industries with ranging company sizes, it’s […]
Wait, what? 😳 Why would London be calling (over and over and over)? Is it another call to order a new bass? Nope, we’re not talking like “the show’s a wrap”, we’re talking Wrap as in all those productive activities your agents do after their live engagement with the customer. We’re going to […]
When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital. If your organization is running the Mitel MiVoice Connect Contact Center (formerly ShoreTel ECC), then using wrap codes to identify call types makes a granular level of clarity possible for the agent, their […]
You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting” 😂 (sorry… a little bit 🤷🏻♂️). Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) […]
I think it’s safe to say that most workspaces that deliver customer service are busy… Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone. Another interesting point to ponder is that there is a strong correlation between […]
It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?” What about when the employees at the DMV are severely […]
Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics 🔍. via GIPHY The last time we left off, Peter was walking us through how you can use Transfer Rate and Average Handle […]