Narratives around call center operations are constantly evolving. In an era of cost containment, labor shortages, and customer experience, everyone is looking for a “do it all” magic elixir. Supporting your workforce with the tools and guidance they need to succeed as revenue-generating agents is in the best interest of your business. Enter “in-house” brand champions.
When you think of common analytics tools, what first springs to mind? Perhaps, Google Analytics? Good guess. It is a super popular tool. In fact, 29 million sites on the internet use Google Analytics. But, Google Analytics is not an analytics tool but actually a reporting tool. Now you may be thinking…. Is there a difference between reporting and analytics? The answer is YES!
Does your current contact center analytics platform make your customer data completely accessible to you and your team? Does it also offer you the control and flexibility to slice and dice that data, diving deeper into your customer engagement reports?
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.
Are you offering a simple point of contact for your organization, or are you crafting a complete experience? Is the team that answers the phone, emails, and chats from your customers an inevitable necessity and cost center? Or do you see these moments of interaction as opportunities to strengthen the customer journey and build an […]
As we break out to usher in the next decade (hello the 2020s!), we’re going to take a minute to reflect on our year. You might have missed some of these announcements, but this was a big year for Brightmetrics™! We were busy extending our services to new platforms, releasing significant enhancements, and adding talented […]
The Genesys Cloud (formerly PureCloud) scene is growing like crazy! They’ve continued to earn their place as a leader in the Contact Center as a Service (CCaaS) landscape and regularly appear in Gartner’s CCaaS Magic Quadrant. However, among the superlative reviews, there is one consistent theme: can Genesy Cloud reporting be customized? With the Genesys […]