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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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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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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April 12, 2017 by Brightmetrics Team

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement (SLA) is imperative for your organization in order to achieve maximum customer service satisfaction while following budgetary restrictions and setting achievable goals for your call center agents. Sometimes there are immediate, direct fiscal [...]
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