August 09, 2021 by Azure Beatrice

4 Hidden Costs of Inefficient Call Centers

Data doesn't lie. It shows the truth of what is really happening in your company and call center. 
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IN Data Analytics / CEO / Contact Center Analytics / Call Center Agent Performance / Metrics / Customer Experience / Contact Center Manager / Employee Productivity / Call Center Metrics / Call Center / Business Intelligence / Call Center Analytics / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Optimization / Call Center Agent / Call Center Manager / Contact Center Team / Gamification / Agent Scorecard

July 22, 2021 by Azure Beatrice

5 Reasons Your Call Center Does NOT Need Brightmetrics

Yes. You read that right.
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IN Analytics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Customer Experience / Contact Center Manager / Customer Satisfaction / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement / Agent Scorecard

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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IN Analytics / Brightmetrics / Contact Center Insights / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Customer Experience / Contact Center Manager / Agent Productivity / Call Center / Call Center Data / Mitel / Call Center Management / SLA / Call Center Staffing / Contact Center Management / Contact Center / Call Center Optimization / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Customer Service Representative

April 23, 2021 by Michele Cuchra

2 Contact Center Metrics That Will Immediately Improve Your Customer Experience

You may think your contact center team delivers a great customer experience, but does your data support this notion?
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IN Genesys Cloud / Data Analytics / Call Center Agent Performance / Metrics / Customer Experience / Contact Center Manager / Call Center Metrics / Customer Satisfaction / Data / KPI / Customer Success / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / SLA / Contact Center Management / Call Center Optimization / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Customer Service Representative

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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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Dashboard / Staffing Levels / Call Center Agent Performance / Customer Experience / Employee Productivity / Call Center Metrics / Genesys / Agent Productivity / Customer Success / Data Visualization / Enterprise Call Center / Business Intelligence / Call Center Management / Agent Performance / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Employee Engagement / Agent Scorecard / Customer Service Representative

January 31, 2019 by Matt Beatty

What's the Difference between a KPI and a KRI?

When it comes to contact centers and data, most know what a Key Performance Indicator (KPI) is.  
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Metrics / Contact Center Manager / Call Center Metrics / Data / KPI / Phone Analytics / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / KRI / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team

March 23, 2017 by Jim Lewis

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Employee Productivity / Data / ShoreTel Phone Data / Business Intelligence / Call Center Data / Call Center Management / Call Center Staffing / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Employee Engagement

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