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 everyone knows what a Key Performance Indicator (KPI) is.
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IN Analytics / Brightmetrics / Updates / Data Analytics / Metrics / KPI / Data Analysis / Business Intelligence / Business Decisions / Call Center Data / KRI

March 29, 2018 by Matt Beatty

Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What are We Gonna Do?

Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter's baritone), you can always watch it here.
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IN Analytics / Data Analytics / Enterprise Contact Center / Call Center Agent Performance / Wrap Codes / Call Center Tricks / KPI / Abandon Rate / Data Visualization / Call Center / Business Intelligence / Call Queue

June 23, 2017 by Michele Cuchra

Which 2 Metrics Can I Use for a Better Customer Experience Tomorrow?

Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key contact center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, [...]
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IN Data Analytics / Enterprise Contact Center / Call Center Metrics / Call Center Tricks / KPI / Call Center / Call Center Analytics / Call Center Data / Call Center Management


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