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 / Data Analytics / Call Center Agent Performance / Agent Productivity / Thresholds / Customers / Data Visualization / Call Center / Business Intelligence / Business Decisions / Call Center Analytics / Content / Call Center Management / Agent Performance

April 03, 2019 by Matt Beatty

Scoreboard! 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 / Updates / Data Analytics / Collecting Data / Call Center Tricks / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Business Decisions / Call Center Analytics / Agent Performance

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 contact center? In the video below, we answer those questions and more. Take a look! 
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IN Brightmetrics / Updates / Data Analytics / Collecting Data / Call Center Tricks / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Business Decisions / Call Center Analytics / Agent Performance

August 30, 2018 by Matt Beatty

The Top 10 Real Time Charts Your Team Will Use Everyday

Having information in real time really makes a difference. My favorite example of this is when I order a pizza and I'm given the ability to see in what stage it’s at at any given moment. I love when I'm able to view a single pane of glass that shows me when my pizza is being made, when [...]
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IN Analytics / Brightmetrics / Updates / Contact Center Insights / Call Center Tricks / Agent Productivity / Mitel Phone Data / Business Intelligence / Call Center Analytics / Agent Performance / Real Time Reporting

August 14, 2018 by Matt Beatty

CEO On the Go

Let’s face it… you’re used to the dreadful feeling of having too many tasks and never enough time to execute. It’s difficult to prioritize an inbox flooded with unread emails and a never-ending to-do list. And if you are in an executive role at your company (maybe a CEO/ maybe someone who [...]
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IN Analytics / Brightmetrics / Updates / Email Reports / CEO / Call Center Tricks / Agent Productivity / On Demand Reporting / Call Center / Scheduled Reports / Email Dashboards / Business Intelligence / Business Decisions / Learning Brightmetrics

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

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

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

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