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 / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Management / Agent Performance

June 11, 2019 by Matt Beatty

Brightmetrics PureCloud Analytics and Real Time Dashboard Services

It's been a little while since we've dropped something big, but it isn't because the Brightmetrics team has been working on our summer tans.
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IN Analytics / Brightmetrics / Genesys Phone Data / New Features / Data Visualization / Call Center / Product Development / Business Intelligence

April 25, 2019 by Matt Beatty

Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of basic metrics that help you make data-driven decisions, but the way that data is presented doesn't always make [...]
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IN Analytics / Data Analytics / Genesys Phone Data / Call Center Tricks / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Contact Center Management / Contact Center

January 31, 2019 by Matt Beatty

What's the Difference between a KPI and a KRI?

When it comes to contact centers and data, most everyone knows what a Key Performance Indicator (KPI) is.
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IN Analytics / Brightmetrics / Data Analytics / Metrics / KPI / Business Intelligence / Call Center Data / KRI

December 19, 2018 by Matt Beatty

Let's Talk about Why You Should Say "Cheers to Another Year"

A couple weeks ago, we talked about wrapping up the year and setting up your agents with their own dashboards to help them manage themselves. This week, we’re diving into a related common topic that becomes a part of wrapping up your year:
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IN Analytics / ShoreTel / Call Center Tricks / On Demand Reporting / Business Intelligence / Mitel

December 04, 2018 by Matt Beatty

New Year, New Agent Goals

As the end of the year approaches, right now is the perfect time to thoroughly and thoughtfully think about new year’s goals. Some people like to focus on personal goals. You might be interested in checking Instagram 16 instead of 20 times a day, or starting an intense yoga class at 5 am, [...]
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Analytics / ShoreTel / Contact Center Manager / Employee Productivity / Genesys Phone Data / Call Center Tricks / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Mitel / Call Centers / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Employee Experience / Customer Service Representative

October 23, 2018 by Matt Beatty

TMI Much? Not with Brightmetrics

Managing others can be stressful. Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).
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IN Analytics / Brightmetrics / Data Analytics / Call Center Tricks / Genesys / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Mitel / Call Center Management / Contact Center

September 24, 2018 by Matt Beatty

Reflections on the Rise of AI in Customer Experience

Regardless of whether you’re a Millennial that’s grown up acclimated to Siri ordering your Starbucks for you, or if you’re like me and grew up with some (healthy) suspicion of Skynet, the reality is that AI is busting into the customer experience scene. What's more, it is also likely [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Data / Phone Analytics / Software Development / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Call Centers / Contact Center Management / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey

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 / 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 / Email Reports / CEO / Call Center Tricks / Agent Productivity / On Demand Reporting / Call Center / Scheduled Reports / Email Dashboards / Business Intelligence

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