September 25, 2020 by Matt Beatty

Build vs. Buy Contact Center Analytics: What is the Real Cost?

Professional sports has become one of the most data-driven industries in the world. If you’re new to this idea, or maybe looking for great stuck-at-home entertainment, watch Moneyball or head over to https://sabr.org/sabermetrics and dive in.
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Reports / Collecting Data / Contact Center Insights / CEO / Business Insights / Contact Center Manager / Data Tracking / Genesys / Data Analysis / Software Development / Data Visualization / Business Intelligence / Call Center Analytics / Mitel / Contact Center Management

August 06, 2020 by Matt Beatty

Brightmetrics™ Analytics and Dashboards Released for MiContact Center Business

  Whether you are a MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…
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IN Updates / News / Data Analytics / Reports / Contact Center Insights / Contact Center Manager / New Features / Customer Success / Product Development / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel

August 03, 2020 by Amanda Davis

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]
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IN Genesys Cloud / Radiance / Contact Center Insights / Call Center Agent Performance / Business Insights / Contact Center Manager / New Features / Genesys / Data Visualization / Business Intelligence / Call Center Management / Call Center Staffing / Contact Center

March 05, 2020 by Matt Beatty

Mitel Begins 2020 with an Exciting Kickoff and Fresh Mindset

A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation base [...]
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IN Analytics / Brightmetrics / Updates / News / Customer Experience / New Features / Customers / Data Visualization / Product Development / Call Center Data / Mitel / Contact Center

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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IN Analytics / Brightmetrics / Updates / Data Analytics / Data Visualization / Discussion / Business Intelligence

January 23, 2020 by Matt Beatty

Brightmetrics + Genesys Cloud 2020

Are you offering a simple point of contact for your organization, or are you crafting a complete experience?
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IN Cloud / Analytics / Brightmetrics / Genesys Cloud / Updates / News / Data Analytics

January 09, 2020 by Matt Beatty

The Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool.
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IN Analytics / Brightmetrics / Data Analytics / ShoreTel Reporting / Call Center Tricks / Data Visualization / Business Intelligence

December 18, 2019 by Matt Beatty

A Year in Review: 2019

 
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IN Analytics / Brightmetrics / Updates / News / Data Analytics / CEO / ShoreTel Reporting / New Features / User Interface / Customers / Discussion / Product Development / PureCloud

November 05, 2019 by Matt Beatty

Custom Genesys Cloud Reports Simplified: Brightmetrics is a Premium App!

It's easier than ever to create custom reports on Genesys Cloud! The Genesys Cloud (PureCloud) scene is growing like crazy! They've continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the [...]
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IN Analytics / Updates / News / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Genesys Phone Data / Data Analysis / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

September 30, 2019 by Matt Beatty

Why Try The New Brightmetrics Radiance Experience?

The top 3 things you should be taking advantage of with our new user interface. We didn’t upgrade our user interface for us, we did it for you, the customer. And we want to make sure you’re getting the full experience of Radiance and all it has to offer.
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IN Analytics / Brightmetrics / Updates / Data Analytics / New Features / User Interface / Business Intelligence

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