March 15, 2018 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

March 01, 2018 by Matt Beatty

So, Where Do I Start?

At first glance, it can be a little overwhelming to understand and manage the dashboards and reporting features in Brightmetrics.
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IN Analytics / Brightmetrics / Updates / News / ShoreTel Reporting / Data Visualization / Business Intelligence / Business Decisions / Call Center Analytics / Call Center Data / Call Center Management / Learning Brightmetrics

February 15, 2018 by Matt Beatty

Brightmetrics Core Analytics Overview Video

Watch this short video to find out how Brightmetrics Core UC Analytics can leverage your phone system data into easily readable metrics that lead to better business decisions!  
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IN Analytics / Brightmetrics / Dashboard / On Demand Reporting / Data Visualization / Business Intelligence / Call Center Data / Call Center Management

February 01, 2018 by Matt Beatty

Maintaining Communication with Your Community in Crisis

In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were [...]
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IN Analytics / Data Analytics / Collecting Data / Emergency Operations / Data Visualization / Business Intelligence / Business Decisions / Call Center Analytics

January 18, 2018 by Matt Beatty

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is [...]
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IN Analytics / Customer Satisfaction / Call Center Tricks / Data Analysis / Customers / Data Visualization / Business Intelligence / Customer Needs / Business Decisions / Call Center Data / Call Center Management / Agent Performance

January 04, 2018 by Matt Beatty

Spotlight on Healthcare: Set Achievable Goals with Brightmetrics

Within the past decade, the US healthcare industry has shifted in ways that empower consumers with many choices when it comes to their healthcare providers. This has increased the emphasis on providing excellent customer service as a way to differentiate. Regardless of the type of contact [...]
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IN Analytics / ShoreTel / Call Center Tricks / Data Visualization / Business Decisions / Call Center Analytics / Call Center Data / Call Center Management / Call Centers / Agent Performance

December 07, 2017 by brightmetrics2

Brightmetrics: What Does That Field Mean?

 
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IN Brightmetrics / Data Analytics / Dashboard / Data Tracking / Data Analysis / Data Visualization / Call Center Analytics / Content / Context

November 22, 2017 by Matt Beatty

Get to Know Us!

In the spirit of the holidays, we wanted to take the time to thank our Brightmetrics customers, their teams, and partners for a wonderful 2017 year. We hope that Brightmetrics continues to provide you essential reporting and analytics insights for many years to come. In conjunction with [...]
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IN Brightmetrics

November 09, 2017 by Brightmetrics Team

Brightmetrics Real Time Dashboard Overview

Monitor Real Time Data as it Happens! Brightmetrics ShoreTel Real Time Dashboards give you the analytics your team needs to impact the customer experience and shape business outcomes as they occur.  Monitor contact center metrics in real time to enable optimal contact center agent [...]
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IN Brightmetrics / ShoreTel Reporting / Business Intelligence

October 26, 2017 by Brightmetrics Team

Why You Need Analytics for Your Mitel (ShoreTel) Phone, Not Just Reporting

 “What is the difference between reporting and analytics?” That’s one of the most common questions we field here at Brightmetrics. It’s a difficult question to answer because of the overlap between data and analytics. The way we look at it, reporting is a subset of analytics. You can’t [...]
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IN Analytics / Brightmetrics / Data / Data Analysis / Data Visualization / Business Intelligence / Business Decisions / Call Center Analytics / Call Center Data / Call Center Management

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