Reporting Archives - Page 3 of 4

April 8, 2022January 11, 2023 by Azure Beatrice

5 Strategies to Improve Tone in Your Call Center

When you are communicating in person, we have much more than words on our side to help us get our point across. Body language, facial expressions, hand movement and gestures, and of course, our tone of voice help us deliver our message the way we intend it to be understood. So much of human communication is non-verbal and helps our brains figure out the context and meaning of messages. When we communicate over the phone and no longer have those nonverbal cues on our side, suddenly our word choice and our tone of voice become increasingly significant.

March 31, 2022January 11, 2023 by Peter Hornberger

Contact Center vs Call Center: 3 Key Differences

If you have ever read any of our other blogs (which we highly recommend) you might notice that we use the terms call center and contact center interchangeably. We do this because we provide software that can benefit both call centers and contact centers but there is actually a difference in business application.

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.

November 16, 2021January 11, 2022 by Peter Hornberger

The Lasso Way: Contact Center Edition

Running a contact center is hard – not unlike the challenge that the world’s favorite hero faced when he opted to coach a rag-tag bunch of players in a sport across the ocean he knew nothing about.

September 15, 2021April 22, 2022 by Leigh McKenney

What is Business Intelligence & Why Does It Matter for Call Centers?

Business intelligence (BI) empowers business users to glean valuable insights from data using agile self-service programs without requiring IT intervention. Understanding your company’s valuable data can take the guesswork out of decision-making, improve coordination between departments, and help align core business initiatives. This article will help you understand the basics of BI and why it needs to be a priority for your organization.

in Analytics and Reporting / Brightmetrics / Business Intelligence / Data Analytics

August 12, 2021February 18, 2022 by Michele Cuchra

2 Contact Center Metrics That Will Immediately Improve Your Customer Experience

You may think your contact center team delivers a great customer experience, but does your data support this notion? Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several agreed key contact center metrics you need for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction… etc.) there are two metrics that are within your span of control to effect immediate outcomes.

in Analytics and Reporting / Brightmetrics / Customers / Data Analytics / shoretel reporting / Updates

August 9, 2021February 17, 2022 by Azure Beatrice

4 Hidden Costs of Inefficient Call Centers

Data doesn’t lie. It shows the truth of what is really happening in your company and call center.

in Analytics and Reporting / Brightmetrics / Data Analytics / Data Visualization / Updates

Business woman looking at her watch at her desk

October 23, 2020February 18, 2022 by Andrea Wagner

5 Steps to Mastering Scheduled Reports for Your Contact Center

Every role in an organization that is dependent on customer interactions can benefit from well-developed scheduled reports for their contact center data. Brightmetrics™ makes scheduling the delivery of unique reporting and dashboards incredibly easy. We’ve narrowed down the 5 key steps to building the best reports for your organization that can maximize the value and business insights for many different stakeholders in different areas, and certainly for key decision-makers.

February 6, 2020December 17, 2021 by Brightmetrics Team

Are Quarterly Business Reviews Enough in the 2020s?

There has to be a better way to build trust through transparency with your customers, right? If you’re waiting over 90 days to evaluate your team’s performance to Service Level Agreements (SLAs) in your Quarterly Business Reviews, then you’re right. There is a better way. A few decades ago (I’ll look forward to the age […]

December 18, 2019January 24, 2022 by Azure Beatrice

Our Year in Review: 2019

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 […]

Contact Us