Call Center Analytics Archives - Page 3 of 4

April 29, 2022January 11, 2023 by Peter Hornberger

6 Successful Call Center Management Strategies

Call centers and contact centers are fast-paced environments with a variety of tasks, processes, and team members. However, due to these fast-paced environments, things can also easily fall apart quickly. High call volumes, long queue times, over or understaffing issues, and customer escalations are just a few examples of how a perfectly regular day in a contact center can turn ugly. Call center management is a complex skill to master, but fortunately, with the right tools, strategies, and mindset, the skill becomes more achievable.

April 15, 2022 by Azure Beatrice

Call Center Customer Experience: 4 Trends to Apply Today

In recent years, the customer service industry has been upended with pandemic-related challenges. In particular, call centers and their teams have had to quickly adapt to new work environments, technological barriers, high call volumes, and increased customer escalations, just to name a few. And as organizations continue to navigate and adjust to the expectations of their customers and employees, certain call center customer experience trends have come to light.

March 25, 2022February 13, 2023 by Peter Hornberger

Call Center KPIs: What Are They & What Matters

Today, consumers have more choices than ever when choosing a company to do business with. Since the barrier to finding alternatives is low, companies must provide a world-class customer experience to keep customers and drive more business. Given the importance of a call center team, performance should be closely measured and monitored. Call center key performance indicators (KPIs) are an important tool in performance monitoring, and understanding which KPIs to track is essential.

February 3, 2022January 27, 2023 by Peter Hornberger

Reporting vs Analytics: Their Differences and Importance

Data is here to stay. Businesses that understand the immeasurable value that their data holds and the impact of being able to properly access it will come ahead of competitors. Better understanding data through reporting and analysis helps with decision making and action within your organization leading to increased value and enhanced performance. In this article, we are going to explore the functionality of analytics and reporting, the key differences, and how clarifying your understanding of these terms can help your business work cohesively, more specifically, your business’s call center.

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 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™.

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.

September 25, 2020April 22, 2022 by Leigh McKenney

Build vs. Buy Contact Center Analytics: What is the Real Cost?

We don’t have to convince the dedicated operators of the contact center. They know they’ve spent hours, maybe days agonizing at their desks pulling together data from customer interactions, extracting it into Excel, merging, “vlookup”ing, pivoting to get business insights, and pulling it all together into a presentable format to give to leadership. The native reports and dashboards can’t get you what you need.

August 6, 2020February 18, 2022 by Brightmetrics Team

Analytics and Dashboards Released for Mitel MiContact Center Business

Whether you are a Mitel MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…we’ve got fantastic news for all of you!

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 […]

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