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 […]
Well, another season down and here we are staring at the home stretch to the end of the year! 🍂 I’m sure you’re as ready as I am to settle down and enjoy the upcoming holiday season… Right..? via GIPHY Regardless, we’re not there yet, so it’s time to bring you up to speed on […]
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 […]
The number one priority at Brightmetrics is to provide value. That was true the first day we started to develop our product and it’s true today. As part of our commitment to providing value, we’re going to start something new in 2017: sharing some of our experience and perspective through blogging. We will cover topics […]