Blog - Page 6 of 8 - Brightmetrics

January 20, 2022February 18, 2022 by Peter Hornberger

How To Leverage Data Analytics in Your Call Center

In the world of business intelligence, “data” and “analytics” are often terms used when discussing tools your business should or could be using more efficiently. But it gets confusing really quickly when you start looking into how to actually use and analyze data. Things quickly become about programming languages, machine learning, and artificial intelligence. Or you click one too many times and you get into the weeds of advanced statistical analysis and regression models or predictive modeling.

January 14, 2022January 27, 2023 by Peter Hornberger

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.

January 7, 2022February 7, 2023 by Peter Hornberger

Call Center Best Practices to Implement Immediately

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™.

December 9, 2021February 18, 2022 by Azure Beatrice

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 the ebbs and flows of the current market, and our channel partners’ dedication to learn and support Brightmetrics.

in Analytics and Reporting / Brightmetrics / Customers / Data Analytics / Updates

November 16, 2021January 11, 2022 by Peter Hornberger

The Lasso Way: Contact Center Edition

Running a contact center is hard – not unlike the challenge that the world’s favorite hero faced when he opted to coach a rag-tag bunch of players in a sport across the ocean he knew nothing about.

September 15, 2021April 22, 2022 by Leigh McKenney

What is Business Intelligence & Why Does It Matter for Call Centers?

Business intelligence (BI) empowers business users to glean valuable insights from data using agile self-service programs without requiring IT intervention. Understanding your company’s valuable data can take the guesswork out of decision-making, improve coordination between departments, and help align core business initiatives. This article will help you understand the basics of BI and why it needs to be a priority for your organization.

in Analytics and Reporting / Brightmetrics / Business Intelligence / Data Analytics

August 12, 2021February 18, 2022 by Michele Cuchra

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 (i.e. customer satisfaction, first contact resolution, agent satisfaction… etc.) there are two metrics that are within your span of control to effect immediate outcomes.

in Analytics and Reporting / Brightmetrics / Customers / Data Analytics / shoretel reporting / Updates

August 9, 2021February 17, 2022 by Azure Beatrice

4 Hidden Costs of Inefficient Call Centers

Data doesn’t lie. It shows the truth of what is really happening in your company and call center.

in Analytics and Reporting / Brightmetrics / Data Analytics / Data Visualization / Updates

July 22, 2021January 11, 2022 by Azure Beatrice

5 Reasons Your Call Center Does NOT Need Brightmetrics

Yes. You read that right.

in Analytics and Reporting / Brightmetrics / Customers / Data Analytics / Data Visualization

May 18, 2021January 11, 2022 by Azure Beatrice

How to Predict Your Call Center Needs with Staff Forecasting

There is no doubt that call centers continue to be the frontline teams directly interacting with your customers. Even with the rise in popularity of other digital customer service channels, like email and chat, voice calling remains one of the most popular channels in addressing customer issues and providing support.

in Analytics and Reporting / Brightmetrics / Customers / Data Analytics / Data Visualization

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