How to Predict Your Call Center Needs with Staff Forecasting
May 18, 2021 by Azure Beatrice

How to Predict Your Call Center Needs with Staff Forecasting

There is no doubt that call centers continue to be the frontline teams directly interacting with your customers. Even with the rise in popularity of other digital customer service channels, like email and chat, voice calling remains one of the most popular channels in addressing customer [...]
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How to Get More from Your Contact Center Analytics for Free
March 23, 2021 by Peter Hornberger

How to Get More from Your Contact Center Analytics for Free

Managing performance in your contact center is strenuous, but essential to organizations. And this past year monitoring performance has become even more complicated as teams have shifted to a hybrid or fully remote work environment. Reduced or stricter budgets as well as limited staff and [...]
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3 Sure Ways to Exceed Customer Expectations in 2021
January 22, 2021 by Amanda Davis

3 Sure Ways to Exceed Customer Expectations in 2021

2020 was, well, quite a year. Living through a pandemic for the past several months (feels like an eternity) has been hard on us all. Many of us had to quickly pivot the way we were doing business and develop what is now, our new, more flexible, business-as-usual. While we all continue to [...]
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How Agent Scorecards Can Help a Distributed Contact Center
August 03, 2020 by Amanda Davis

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]
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Are QBRs Enough in the 2020s?
February 06, 2020 by Matt Beatty

Are QBRs 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 review your team's performance to Service Level Agreements (SLAs), then you're right. There is a better way.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Email Reports / Dashboard / CEO / Customer Experience / Contact Center Manager / Employee Productivity / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / Small Medium Business / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / SLA / Contact Center Management / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / CCaaS / UCaaS

Brightmetrics™ + Genesys Cloud 2020
January 23, 2020 by Matt Beatty

Brightmetrics™ + Genesys Cloud 2020

Are you offering a simple point of contact for your organization, or are you crafting a complete experience?
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / CEO / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / Genesys / KPI / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Business Intelligence / Call Center Analytics / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Experience / Employee Engagement / Customer Service Representative

A Year in Review: 2019
December 18, 2019 by Matt Beatty

A Year in Review: 2019

 
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Dashboard / CEO / Call Center Agent Performance / Customer Experience / Contact Center Manager / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / New Features / Genesys / User Interface / Agent Productivity / Customer Success / Privacy / Software Development / On Demand Reporting / Data Visualization / Call Center / Product Development / Mitel Phone Data / Small Medium Business / Business Intelligence / PureCloud / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / CCaaS / Employee Experience / Gamification

What's Your Threshold?
July 12, 2019 by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?
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Maximizing Team Performance with Gamification
April 03, 2019 by Matt Beatty

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!
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Find Your Best Metrics for Agent Productivity
February 21, 2019 by Matt Beatty

Find Your Best Metrics for Agent Productivity

So, I’m no psychic, but I think I know why you’re here… You caught our first post (and video!) on gamification: Motivate Your Call Center Team with Gamification.
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