Call Center Data Archives - Page 2 of 2 - Brightmetrics
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Our Top 10 Wins From 2020

Last year at this time, the Brightmetrics team didn’t have even the slightest idea what 2020 would bring. Many of us were excited for the turn of the decade, optimistic about new adventures and experiences to come. And then quite suddenly, all of our lives drastically changed in a matter of weeks, and things haven’t really been the same since.

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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.

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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!

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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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What Are Thresholds and Why Do They Matter To Call Centers?

If you said, “thresholds are a strip of wood, metal, or stone forming the bottom of a doorway”, well…. you’d technically be right, but we’re not talking about that kind of threshold.   No, we’re talking about time (or count) thresholds as they relate to inbound calls in your call center. These are pre-planned values […]

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KPI vs KRI: What’s the Difference?

When it comes to call centers and data, most everyone knows what a Key Performance Indicator (KPI) is. Call Center KPIs help determine if teams are meeting their performance goals and overall business goals, including agent performance and delivering exceptional customer service.   Team leaders usually monitor these to give key stakeholders a pulse on […]

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