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™.
Yes. You read that right.
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.
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.
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 […]
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 […]
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 […]
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 […]
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 […]