Matt Beatty

Matt Beatty

Recent Posts

July 12, 2019 by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Collecting Data / Dashboard / CEO / Contact Center Analytics / Call Center Agent Performance / Customer Experience / ShoreTel / Contact Center Manager / Data / Agent Productivity / Thresholds / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Call Center Optimization / Call Center Agent / Contact Center Team / CCaaS / Employee Engagement

June 11, 2019 by Matt Beatty

Brightmetrics Genesys Cloud Analytics and REAL TIME Dashboard Services

It's been a little while since we've dropped something big, but it isn't because the Brightmetrics™ team has been working on our summer tans.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / New Features / Genesys / User Interface / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Enterprise Call Center / Business Intelligence / PureCloud / Call Center Analytics / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

April 25, 2019 by Matt Beatty

Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of basic metrics that help you make data-driven decisions, but the way that data is presented doesn't always make [...]
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / Dashboard / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / Call Center Tricks / Data / Genesys / User Interface / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Small Medium Business / Business Intelligence / Mitel / Call Centers / Contact Center Management / Contact Center / Call Center Manager / Contact Center Team

April 03, 2019 by Matt Beatty

Maximizing Team Performance with Gamification

We’re finishing up our gamification series and frankly shocked we've broken through your feed of Final Four coverage and MLB season-opening prognostications!
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IN Brightmetrics / Genesys Cloud / Data Analytics / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Employee Productivity / Call Center Tricks / Genesys / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Contact Center Management / Real Time Reporting / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Gamification / Agent Scorecard / Customer Service Representative

February 21, 2019 by Matt Beatty

Find Your Best Metrics for Agent Productivity

So, I’m no psychic, but I think I know why you’re here… You caught our first post (and video!) on gamification: Motivate Your Call Center Team with Gamification.
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IN Brightmetrics / Genesys Cloud / Data Analytics / Call Center Agent Performance / Customer Experience / Contact Center Manager / Agent Productivity / Customer Success / Data Visualization / Enterprise Call Center / Business Intelligence / Mitel / Agent Performance / Contact Center Management / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / CCaaS / Employee Experience / Employee Engagement / Customer Service Representative

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 know what a Key Performance Indicator (KPI) is.  
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Metrics / Contact Center Manager / Call Center Metrics / Data / KPI / Phone Analytics / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / KRI / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team

January 09, 2019 by Matt Beatty

Motivate Your Call Center Team with Gamification

So, you’ve probably heard of the term gamification - but what does that really mean? Or most importantly, how could it actually be useful in your call center? In the video below, we answer those questions and more. Take a look! 
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IN Brightmetrics / Data Analytics / Collecting Data / CEO / SMB / Call Center Agent Performance / Contact Center Manager / Employee Productivity / Call Center Tricks / Genesys / KPI / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Centers / Agent Performance / Contact Center Management / Contact Center / Call Center Case Study / Call Center Agent Skills / Contact Center Reporting Solutions / Employee Experience / Employee Engagement / Customer Service Representative

December 19, 2018 by Matt Beatty

Let's Talk about Why You Should Say, Cheers to Another Year!

A couple weeks ago, we talked about wrapping up the year and setting up your agents with their own dashboards to help them manage themselves. This week, we’re diving into a related common topic that becomes a part of wrapping up your year.
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Metrics / Customer Experience / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / User Interface / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Call Center Staffing / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

December 04, 2018 by Matt Beatty

New Year, New Agent Goals

As the end of the year approaches, right now is the perfect time to thoroughly and thoughtfully think about new year’s goals. Some people like to focus on personal goals. You might be interested in checking Instagram 16 instead of 20 times a day, or starting an intense yoga class at 5 am, [...]
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Analytics / ShoreTel / Contact Center Manager / Employee Productivity / Genesys Phone Data / Call Center Tricks / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Mitel / Call Centers / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Employee Experience / Customer Service Representative

October 23, 2018 by Matt Beatty

TMI Much? Not with Brightmetrics™

Managing others can be stressful. Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).  
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / Genesys / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Employee Experience / Employee Engagement / Customer Service Representative

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