Brightmetrics Blog | agent performance

July 12, 2019 4:58:01 PM PDT by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?

IN Analytics / brightmetrics / Data Analytics / Call Center Agent Performance / agent productivity / thresholds / Customers / Data visualization / Data Visualization / Call Center / Business Intelligence / business decisions / Call Center Analytics / Content / Call Center Management / agent performance

April 3, 2019 9:48:22 AM PDT by Matt Beatty

Scoreboard! Maximizing Team Performance with Gamification

We’re finishing up our gamification series and frankly shocked we've broken through your feed of Final Four coverage and MLB season-opening prognostications!

IN brightmetrics / Updates / Data Analytics / Collecting Data / Call Center Tricks / agent productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / business decisions / Call Center Analytics / agent performance

January 9, 2019 4:53:14 PM PST by Matt Beatty

Motivate Your Call Center Team with Gamification

So, you’ve probably heard of the term gamification - but what does that really mean? Or most importantly, how could it actually be useful in your contact center? In the video below, we answer those questions and more. Take a look!

August 30, 2018 10:58:16 AM PDT by Matt Beatty

The Top 10 Real Time Charts Your Team Will Use Everyday

Having information in real time really makes a difference. My favorite example of this is when I order a pizza and I'm given the ability to see in what stage it’s at at any given moment. I love when I'm able to view a single pane of glass that shows me when my pizza is being made, when [...]

IN Analytics / brightmetrics / Updates / Contact Center Insights / Call Center Tricks / agent productivity / Mitel Phone Data / Business Intelligence / Call Center Analytics / agent performance / Real Time Reporting

June 28, 2018 11:23:05 AM PDT by Matt Beatty

Customer Spotlight on A.B. May

With Summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals [...]

IN brightmetrics / Updates / Collecting Data / success spotlight / case study / ShoreTel Reporting / customer success / Customers / business decisions / Content / agent performance

June 21, 2018 10:00:04 AM PDT by Matt Beatty

The Top 6 Charts Any Organization Can Benefit From

Here at Brightmetrics, we’re often asked, “What are the top charts that any organization could benefit from?” And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various [...]

IN Analytics / brightmetrics / Updates / Call Center Tricks / agent productivity / Customers / Data Visualization / Call Center / call queue / business decisions / General / Learning Brightmetrics / agent performance

June 15, 2018 3:42:43 PM PDT by Matt Beatty

London Calling… Again? Could Wrap Codes Help Answer: “Why?”

Wait, what? Why would London be calling (over and over and over)? Is it another call to order a new bass?

IN Analytics / brightmetrics / Updates / wrap codes / Call Center Tricks / business intelligence / Business Intelligence / business decisions / Call Center Management / agent performance

May 24, 2018 10:08:21 AM PDT by Matt Beatty

But Really, How Do I Build that Agent % Available vs % Calls Answered Already?

You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting”. Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) video from our [...]

IN Analytics / ShoreTel Reporting / Call Center Tricks / agent productivity / business intelligence / Data Visualization / Call Center / Business Intelligence / business decisions / agent performance

January 18, 2018 3:30:12 AM PST by Matt Beatty

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is [...]

IN Analytics / Customer Satisfaction / Call Center Tricks / data analysis / Customers / Data Visualization / Business Intelligence / Customer Needs / business decisions / Call Center Data / Call Center Management / agent performance

January 4, 2018 3:30:22 AM PST by Matt Beatty

Spotlight on Healthcare: Set Achievable Goals with Brightmetrics

Within the past decade, the US healthcare industry has shifted in ways that empower consumers with many choices when it comes to their healthcare providers. This has increased the emphasis on providing excellent customer service as a way to differentiate. Regardless of the type of contact [...]

IN Analytics / ShoreTel / Call Center Tricks / Data visualization / business decisions / Call Center Analytics / Call Center Data / Call Center Management / call centers / agent performance

What's Your Threshold?

Scoreboard! Maximizing Team Performance with Gamification

Motivate Your Call Center Team with Gamification

The Top 10 Real Time Charts Your Team Will Use Everyday

Customer Spotlight on A.B. May

The Top 6 Charts Any Organization Can Benefit From

London Calling… Again? Could Wrap Codes Help Answer: “Why?”

But Really, How Do I Build that Agent % Available vs % Calls Answered Already?

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

Spotlight on Healthcare: Set Achievable Goals with Brightmetrics

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