June 6, 2018 3:43:49 PM PDT by Matt Beatty

Using Wrap Codes for a Refined Customer Experience

When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital.  
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IN Analytics / brightmetrics / Updates / Call Center Agent Performance / wrap codes / Call Center Tricks / Data visualization / Call Center / Business Intelligence / Learning Brightmetrics

May 24, 2018 10:08:21 AM PDT by Matt Beatty

But Really, How Do I Build that Agent % Available vs % Calls Answered Already?

You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting”. Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) video from our [...]
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IN Analytics / ShoreTel Reporting / Call Center Tricks / agent productivity / business intelligence / Data Visualization / Call Center / Business Intelligence / business decisions / agent performance

May 17, 2018 10:01:52 AM PDT by Matt Beatty

New Feature Release: Staff Forecasting

I think it's safe to say that most workspaces that deliver customer service are busy... Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.
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IN Updates

May 9, 2018 11:24:15 AM PDT by Matt Beatty

Let's Talk Balancing Staffing Levels

It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?”
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IN brightmetrics / Updates / Data Analytics / staffing levels / employee productivity / Call Center Tricks / Customers / On Demand Reporting / business intelligence / Call Center / Business Intelligence / business decisions / Featured

April 19, 2018 3:50:53 PM PDT by Matt Beatty

Check out the Big Transfer Rate on Brad…

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics .   
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IN Analytics / Updates / Data Analytics / agent productivity / Data visualization / Data Visualization / Call Center / business decisions / General / Call Center Management / Featured

April 12, 2018 4:03:12 PM PDT by Matt Beatty

Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear metrics to confirm your gut instincts (or maybe show you something that might be obscured)?
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IN Analytics / brightmetrics / Updates / reports / percentage of calls transferred / Call Center Tricks / agent productivity / Customers / Data Visualization / Call Center / Call Center Data / Content

April 12, 2018 10:00:20 AM PDT by Matt Beatty

Customer Spotlight on The Cleveland Indians

We’re always humbled by the amount of trust that our customers have in us and the services delivered through Brightmetrics. In the end, they are the heroes and we’ve become one of the tools they leverage to deliver another level of service and productivity.
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IN Analytics / Updates / News / Call Center Agent Performance / baseball / business intelligence / fans services / cleveland indians / business decisions / Featured

April 5, 2018 9:58:47 AM PDT by Matt Beatty

ECC Insights - Who Does It Better?

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what ShoreTel delivers in their native reporting and even their add-on applications.  
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IN Analytics / brightmetrics / Updates / Data Analytics / dashboard / data analysis / business intelligence / Data visualization / Data Visualization / ShoreTel Phone Data / business decisions / Call Center Analytics / Call Center Data

March 29, 2018 1:15:00 PM PDT by Matt Beatty

Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What are We Gonna Do?

Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter's baritone), you can always watch it here.
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IN Analytics / Data Analytics / Enterprise Contact Center / Call Center Agent Performance / wrap codes / Call Center Tricks / abandon rate / Data Visualization / Call Center / Business Intelligence / call queue / KPIs

March 15, 2018 8:50:31 AM PDT by Matt Beatty

Do I Really Need a 0% Abandonment Rate?

We’ve all been there… For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer. On the 3rd minute of being on hold, I start thinking about all the things I’d rather be doing like sleeping or binging [...]
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IN Analytics / Call Center Agent Performance / wrap codes / Call Center Tricks / abandon rate / Data Visualization / Call Center / Business Intelligence

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