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About Peter Miles Low

Peter is a Senior Account Executive with fast growing cloud-based contact center software vendor Bright Pattern. Having spent over 20 years selling technology and services to companies like Goldman Sachs, EMC, PricewaterhouseCooper and more, he is passionate about helping organizations achieve desired business outcomes with cutting edge technology and strategy. Certified in Cloud Economics and ROI through AWS and having successful stints at Interactive Intelligence and Genesys, Peter brings a unique perspective to service based companies that are striving to move away from legacy technology infrastructure and processes towards a true Omni-Channel CX model.

What Contact Center KPIs Are on Your Dashboard?

Nov 7, 2018 7:43:44 AM

In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll...

Boost Customer Experience by Utilizing Service KPI Insights

Nov 1, 2018 7:00:00 AM

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective...

What’s on Your Supervisor Screen? Agent KPIs to Watch

Oct 11, 2018 7:00:00 AM

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which...

Predicting Contact Center Average Handle Time Part 2

Aug 23, 2018 7:00:00 AM

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more...

Predicting Contact Center Average Handle Time

Aug 15, 2018 7:00:00 AM

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. For instance, it directly...

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