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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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

2 Contact Center Metrics That Will Immediately Improve Your Customer Experience
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

Forget Your Native Reporting Tool, 5 Reasons to Make the Switch
February 11, 2021 by Azure Beatrice

Forget Your Native Reporting Tool, 5 Reasons to Make the Switch

Does your current contact center analytics platform make your customer data completely accessible to you and your team? Does it also offer you the control and flexibility to slice and dice that data, diving deeper into your customer engagement reports?
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / Customer Experience / Contact Center Manager / Call Center Metrics / Customer Satisfaction / Genesys / On Demand Reporting / Data Visualization / Scheduled Reports / Business Intelligence / Call Center Data / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Real Time Reporting / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / CCaaS / Customer Journey / Employee Experience / Employee Engagement

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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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

Reflections on the Rise of AI in Customer Experience
September 24, 2018 by Matt Beatty

Reflections on the Rise of AI in Customer Experience

Regardless of whether you’re a Millennial that’s grown up acclimated to Siri ordering your Starbucks for you, or if you’re like me and grew up with some (healthy) suspicion of Skynet, the reality is that AI is busting into the customer experience scene. What's more, it is also likely [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Data / Phone Analytics / Software Development / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Call Centers / Contact Center Management / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey

Customer Spotlight On A.B. May
June 28, 2018 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 [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Contact Center Analytics / Contact Center Manager / ShoreTel Reporting / Customer Satisfaction / Customer Success / Phone Analytics / On Demand Reporting / Call Center / Mitel Phone Data / Small Medium Business / Call Center Analytics / Call Center Data / ShoreTel Contact Center Data / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Case Study / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / UCaaS / Customer Journey / Employee Experience

Using Wrap Codes for a Refined Customer Experience
June 06, 2018 by Matt Beatty

Using Wrap Codes for a Refined Customer Experience

When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital.  
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IN Analytics / Brightmetrics / Dashboard / Contact Center Analytics / Call Center Agent Performance / Wrap Codes / Customer Experience / ShoreTel / Contact Center Manager / Customer Satisfaction / Call Center Tricks / Agent Productivity / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Contact Center Management / Call Center Agent Skills / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Engagement

New Feature Release: Staff Forecasting
May 17, 2018 by Matt Beatty

New Feature Release: Staff Forecasting

I think it's safe to say that most workspaces that deliver customer service are busy... Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Contact Center Manager / Employee Productivity / ShoreTel Reporting / Genesys / Agent Productivity / Customer Success / Phone Analytics / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Contact Center / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Employee Engagement / Customer Service Representative

Customer Spotlight on the Cleveland Indians
April 12, 2018 by Matt Beatty

Customer Spotlight on the Cleveland Indians

We’re always humbled by the amount of trust that our customers have in us and the services delivered through Brightmetrics™. In the end, they are the heroes and we’ve become one of the tools they leverage to deliver another level of service and productivity.
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Customer Experience / ShoreTel / Customer Satisfaction / Call Center / Business Intelligence / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Customer Journey / Employee Engagement / Customer Service Representative

Do I Really Need a 0% Abandonment Rate?
March 15, 2018 by Matt Beatty

Do I Really Need a 0% Abandonment Rate?

We’ve all been there… For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer. On the 3rd minute of being on hold, I start thinking about all the things I’d rather be doing like sleeping or binging [...]
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IN Analytics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Wrap Codes / ShoreTel / Contact Center Manager / Employee Productivity / Customer Satisfaction / Call Center Tricks / KPI / Agent Productivity / Call Center Abandon Rate / Customer Success / Phone Analytics / Data Visualization / Call Center / Business Intelligence / Call Center Data / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Customer Journey / Customer Service Representative

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