What’s Your Threshold?

Thresholds, what are they and why do they matter to contact 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 I’m not talking about that kind of threshold.   No, I’m talking about time (or count) thresholds as […]

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Brightmetrics PureCloud Analytics and Real Time Dashboard Services

It’s been a little while since we’ve dropped something big, but it isn’t because the Brightmetrics team has been working on our summer tans.   We’ve been busy preparing the next generation of democratized customer engagement insights: Coming to Brightmetrics users over the next few weeks: “Radiance” new user interface! Available now: Services for the […]

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The Top 4 ECC Charts Any Contact Center Can Benefit From

There are so many things to worry about in the workplace. For example, wondering who took the last of the coffee without making another batch is a common one we experience here in our office. Some other examples include: 1) the volume levels during our weekly cornhole tournament 2) debating about what (really similar but […]

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How to Create a Chart to Compare Data from 2 Periods of Time

By now, I’m sure you know you can create visualizations on your Dashboard Charts in Brightmetrics. Did you know that you could create charts that allow you to see and compare data from 2 periods of time? This is important when you need help drawing out what could be trends, patterns or anomalies. When planning […]

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A Brightmetrics Summer: Warm Weather, Beach Trips, and Mid-Year Reviews

Let’s set the scene. It’s a beautiful summer day. ☀ The sun is shining; the bees are buzzing. Any given day in July has the opportunity to be fantastic. Not only is this a great month for beach trips, great weather, and tanning (or getting sunburnt); July is an opportunity to take stock and regroup […]

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Check out the Big Transfer Rate on Brad…

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics 🔍.    via GIPHY   The last time we left off, Peter was walking us through how you can use Transfer Rate and Average Handle […]

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Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear metrics to confirm your gut instincts (or maybe show you something that might be obscured)?   Sure, your team comes to work every day, clocks in on time, answer some calls, talks about how their mothers-in-law drive […]

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Setting the right SLA for contact centers

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement is imperative for your organization in order to achieve maximum customer service satisfaction while following budgetary restrictions and setting achievable goals for your call center agents. Sometimes there are immediate, direct fiscal penalties for breach in contractually obligated SLAs; other times the business impact of poor experiences is not […]

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