Call Center Agent Performance Archives - Page 2 of 2

January 7, 2022February 18, 2022 by Peter Hornberger

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™.

July 22, 2021January 11, 2022 by Azure Beatrice

5 Reasons Your Call Center Does NOT Need Brightmetrics

Yes. You read that right.

in Analytics / 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 / brightmetrics / Customers / Data Analytics / Data Visualization

January 22, 2021February 18, 2022 by Leigh McKenney

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 thing remains constant – our want, or rather, need for immediate gratification.

in Agent Performance / Analytics / brightmetrics / Customers / Data Analytics / Data Visualization / Genesys Cloud / Updates

August 3, 2020December 17, 2021 by Leigh McKenney

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. While you may have encountered some […]

Young female customer service agent smiling

January 9, 2020April 22, 2022 by Michele Cuchra

Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool. Why do we feel so strongly about this? Well, here are just a few examples where native reports fall short: The single-point-in-time snapshots […]

April 3, 2019April 22, 2022 by Peter Hornberger

Maximize Call Center Performance With Gamification

You’ve made it to the third installment of our gamification series! We hope you are as excited as we are about implementing this in your call center. But, before you get started, let’s discuss how to keep your gamification program running like a well-oiled machine consistently over a long period of time. If you’ve been […]

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Gamification / KPIs / Reporting / Updates

February 21, 2019April 22, 2022 by Peter Hornberger

How To Find Your Best Metrics for Agent Productivity

Creating your own call center agent gamification program can feel like a stressful, daunting task. However, we are here to tell you that it doesn’t have to be awful. It’ll take a little bit of time, but the outcome will be more than useful in teaching your team how to better work towards their performance […]

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Data Analytics / Gamification / Reporting / Updates

January 31, 2019April 22, 2022 by Peter Hornberger

3 Steps To Motivate Your Call Center With Gamification

You’ve probably heard the term gamification. But what does gamification really mean? Or most importantly, how could it actually be useful in the call center? Find the answers to these questions and more in the video below. Take a look! Gamification Defined Some people think of gimmicks with the term “gamification” like […]

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Data Analytics / Gamification / KPIs / Reporting / Updates

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