When it comes to contact centers and data, most everyone knows what a Key Performance Indicator (KPI) is. A lot of us get printouts and have people working on creating these to give us a pulse on critical areas within our business. But some may be less familiar with a KRI. A KRI is a […]
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 […]
One of the questions we get asked most frequently at the support desk (support@brightmetrics.com) is about what a particular field in Brightmetrics means. At every opportunity, we take the descriptions right from ShoreTel’s data, and the information we provide comes from their documents. But it’s not very convenient for us to tell you to […]
Each call center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key call center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, etc.), there are a couple of metrics that are within your span of control […]