June 21, 2018 by Matt Beatty

The Top 6 Charts Any Organization Can Benefit From

Here at Brightmetrics, we’re often asked, “What are the top charts that any organization could benefit from?” And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various [...]
Read More

IN Analytics / Brightmetrics / Updates / Call Center Tricks / Agent Productivity / Customers / Data Visualization / Call Center / Call Queue / Business Decisions / General / Learning Brightmetrics / Agent Performance

June 15, 2018 by Matt Beatty

London Calling… Again? Could Wrap Codes Help Answer: “Why?”

Wait, what? Why would London be calling (over and over and over)? Is it another call to order a new bass?  
Read More

IN Analytics / Brightmetrics / Updates / Wrap Codes / Call Center Tricks / Business Intelligence / Business Decisions / Call Center Management / Agent Performance

June 06, 2018 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.  
Read More

IN Analytics / Brightmetrics / Updates / Call Center Agent Performance / Wrap Codes / Call Center Tricks / Data Visualization / Call Center / Business Intelligence / Learning Brightmetrics

May 24, 2018 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 [...]
Read More

IN Analytics / ShoreTel Reporting / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Business Intelligence / Business Decisions / Agent Performance

May 17, 2018 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.
Read More

IN Updates

May 09, 2018 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?”
Read More

IN Brightmetrics / Updates / Data Analytics / Staffing Levels / Employee Productivity / Call Center Tricks / Customers / On Demand Reporting / Call Center / Business Intelligence / Business Decisions / Featured

April 19, 2018 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 .   
Read More

IN Analytics / Updates / Data Analytics / Agent Productivity / Data Visualization / Call Center / Business Decisions / General / Call Center Management / Featured

April 12, 2018 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)?
Read More

IN Analytics / Brightmetrics / Updates / Reports / Calls Transferred / Call Center Tricks / Agent Productivity / Customers / Data Visualization / Call Center / Call Center Data / Content

April 12, 2018 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.
Read More

IN Analytics / Updates / News / Call Center Agent Performance / Baseball / Business Intelligence / Cleveland Indians / Business Decisions / Featured

April 05, 2018 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.  
Read More

IN Analytics / Brightmetrics / Updates / Data Analytics / Dashboard / Data Analysis / Data Visualization / ShoreTel Phone Data / Business Intelligence / Business Decisions / Call Center Analytics / Call Center Data

Subscribe To Our Blog

Recent Posts

    Categories

    See all