Jim Lewis

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March 23, 2017 by Jim Lewis

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Employee Productivity / Data / ShoreTel Phone Data / Business Intelligence / Call Center Data / Call Center Management / Call Center Staffing / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Employee Engagement

February 16, 2017 by Jim Lewis

The Holy Grail of Contact Center Analytics

Contact center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Contact Center Manager / Employee Productivity / Customer Satisfaction / Agent Productivity / Customer Success / Phone Analytics / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / SaaS / Contact Center / Contact Center Reporting Solutions / UCaaS / Customer Service Representative

May 18, 2010 by Jim Lewis

Welcome to Brightmetrics™

Many people know me from the last 11 years of my life as CEO of PlanIT Solutions. Being CEO at a successful IT solutions provider for that long means that I've gotten to know a lot of small and medium sized companies. Through that experience I've learned a lot about a wide variety of [...]
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IN Data Analytics / Contact Center Insights / CEO / ShoreTel / ShoreTel Reporting / Data / Software Development / Data Visualization / Mitel Phone Data / Small Medium Business / Call Center Data / ShoreTel Contact Center Data / Contact Center / UCaaS

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