Great coaching starts with great data. But if your QA evaluations only give you a surface-level view of agent performance, you’re missing key opportunities for improvement. Our session, "Unlock Deeper Insights with Question-Level Quality Assurance Evaluation Reporting", shows you how to use granular data to fine-tune training and coaching strategies. Watch to find out: ? How question-level insights pinpoint where agents need support ? Ways to refine training programs based on actual performance data ? How to create a culture of continuous improvement with better QA analytics Start coaching smarter—watch on-demand: https://brtmtrcs.com/ae9 #ContactCenters #QualityAssurance #Genesys
Brightmetrics
信息技术和服务
Petaluma，California 2,530 位关注者
Equipping contact centers with intelligent analytics and reporting solutions to convert data into actionable insights.
关于我们
At Brightmetrics, we believe in the power of data to transform customer experiences and drive operational excellence. Our mission is to provide businesses with insights for strategic decision-making and superior customer service through comprehensive data analytics. Brightmetrics equips contact centers and enterprises with intelligent analytics and reporting solutions, converting data into actionable insights. Our platform supports both real-time and historical analysis, enabling businesses to enhance efficiency, improve customer experience, and achieve sustained growth. Contact centers face challenges like managing vast data, ensuring seamless system integration, and maintaining high operational efficiency. Brightmetrics addresses these with an advanced analytics platform providing real-time insights and comprehensive data visualization. Our solution integrates seamlessly with leading contact center platforms like Mitel, Genesys Cloud, and RingCentral, offering a unified view of operations. With intuitive real-time dashboards and sophisticated analytics, Brightmetrics empowers proactive decision-making, helping contact centers quickly identify and resolve inefficiencies. This streamlines operations, reduces costs, and significantly improves customer experience, allowing contact centers to operate at peak efficiency and deliver exceptional service. Our platform consolidates and structures your call and interaction data, creating customizable perspectives tailored to your team's needs. Dive deep into your data to understand trends and customer interaction context. Whether you use our historical analytics or add our powerful real-time dashboards, we're here to simplify your quest for meaningful, actionable information.
- 网站
-
https://brightmetrics.com/
Brightmetrics的外部链接
- 所属行业
- 信息技术和服务
- 规模
- 11-50 人
- 总部
- Petaluma，California
- 类型
- 私人持股
- 创立
- 2010
- 领域
- Contact Center、Call Center、Unified Communications、Data Analytics、Customer Experience、Data Visualization、Historical Analytics、Real Time Analytics、Dashboards、Reporting、Metrics、KPIs、Agent Performance、Agent Productivity、Customer Engagement和Customer Satisfaction
地点
-
主要
获取路线
5341 Old Redwood Hwy
Suite 420
US，California，Petaluma，94954
Brightmetrics员工
动态
-
What if you could solve customer problems before they even call? ?? Predictive analytics makes that a reality in contact centers, using historical data to anticipate customer needs and deliver proactive solutions. This means fewer complaints, higher satisfaction, and a serious competitive edge. Want to know what other trends are shaping 2025? Click here: https://brtmtrcs.com/10tr #ContactCenter #Analytics #CustomerSatisfaction
-
Sure to be an amazing event! Excited for the opportunity to connect, collaborate, and catch up with everyone! #Mitel #MitelUserGroup #Brightmetrics
Mitel User Group Chapter Event Coming Soon to Omaha, NE (register below) Mitel #partners #customers #consultants welcome. Eric Knudson Derek Curry Jeff Potter Brightmetrics Sarah Watson https://lnkd.in/gyhJ6wXm https://lnkd.in/gRXjNZAr Mark your calendars for the?MUG North America Chapter’s 2025 Midwest?event!?Join for a day of networking, learning, and collaboration. Hear from Mitel leaders on product portfolio updates, participate in?product education and training, and connect with industry colleagues to share challenges and successes. Come learn valuable insights into the latest trends and technologies in business communications and network with your peers. Date: Wednesday, April 9, 2025 Time: 9:30 am – 5:00 pm Location: Kidwell Omaha Office 7050 South 110th?Street La Vista, NE?68128
-
Long call wait times were slowing down Stevens Transport drivers, causing frustration and operational inefficiencies. Brightmetrics’ real-time analytics gave them instant visibility into agent performance and call activity, reducing wait times from 10 minutes to under a minute. The result? Happier drivers, faster resolutions, and a more efficient operation. See how they made it happen: https://brtmtrcs.com/ds4 #EmployeeExperience #ContactCenter #KPI
-
This Southern California healthcare contact center serves a multilingual patient population and handles complex medical calls under tight performance standards. However, ensuring quality care was an uphill battle with a 30% call abandonment rate and limited reporting. Brightmetrics provided the data-driven clarity they needed. With real-time insights and detailed analytics, they achieved the following within six months: ? Call abandonment slashed from 30% to 1% ? Adherence rates increased from 60% to 85% ? Patient satisfaction surged from 84% to 97% ? 80% of calls answered within 60 seconds Better insights mean better patient care. See how they did it! ?? https://brtmtrcs.com/sy0 #Healthcare #ContactCenter #PatientSatisfaction #Analytics
-
-
High call abandonment? It’s time for a data-driven fix. Long wait times and poor call routing drive customers away before reaching an agent. A strategic workforce management (WFM) approach ensures the right staffing levels, optimized schedules, and real-time adjustments to keep abandonment rates low. Learn more: https://brtmtrcs.com/wf7. #workforcemanagement #callcenter #contactcenter #data
-
-
Redditch Borough Council struggled with high call abandonment and long wrap-up times—but lacked the data insights to fix it. With Brightmetrics, they gained real-time visibility and automation, leading to: ? Call abandonment cut from 35% to 4-5% ? Wrap-up times slashed from 30 mins to 4 mins ? Agents empowered with real-time insights Better insights = better performance. Read the full story ?? https://brtmtrcs.com/rbc #ContactCenter #Analytics #CX #CustomerService
-
-
Your customers don’t want to wait. ? Real-time staffing adjustments, skill-based routing, and workforce analytics can dramatically reduce call abandonment while improving service levels. See how a strategic approach to WFM makes all the difference. Read the article ?? https://brtmtrcs.com/wf7 #WorkforceManagement #Analytics #CallCenter #ContactCenter
-
Picture all your critical metrics at a glance on one intuitive dashboard. With Brightmetrics, you can build real-time dashboards in just minutes—delivering instant insights into key metrics like queue performance and agent status—featuring customizable KPIs, a flexible drag-and-drop layout, and a live ticker for real-time updates. Watch the full session for a complete walkthrough! https://brtmtrcs.com/5md #RealTime #Analytics #ContactCenters #Genesys
-
With their drivers depending on timely support, Stevens Transport needed a better way to reduce call wait times and improve communication efficiency. Their existing system handled up to 10,000 inbound calls daily, but it lacked the analytics to optimize agent performance and streamline operations. By implementing Brightmetrics, Stevens Transport gained real-time insights that transformed their contact center. The impact: ?? Driver wait times dropped from 10 minutes to under a minute ?? Abandoned calls reduced by 20% ?? Agent performance improved by 18% With real-time and historical analytics, managers make faster, data-driven decisions, leading to greater efficiency and happier drivers. Read the full story: https://brtmtrcs.com/st3 #CallCenter #ContactCenter #Analytics #Transportation
-