August 01, 2018 by Matt Beatty

The Top 4 ECC Charts Any Contact Center Can Benefit From

There are so many things to worry about in the workplace. For example, wondering who took the last of the coffee without making another batch is a common one we experience here in our office.
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IN Analytics / Brightmetrics / Collecting Data / Call Center Tricks / Data Visualization / Mitel Phone Data / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Management

July 19, 2018 by Matt Beatty

How to Create a Chart to Compare Data from 2 Periods of Time

By now, I'm sure you know you can create visualizations on your Dashboard Charts in Brightmetrics. Did you know that you could create charts that allow you to see and compare data from 2 periods of time? This is important when you need help drawing out what could be trends, patterns or [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Analytics / Call Center Tricks / Data Tracking / On Demand Reporting / Data Visualization / Call Center / Business Intelligence

July 05, 2018 by Matt Beatty

A Brightmetrics Summer: Warm Weather, Beach Trips, and Mid-Year Reviews

Let’s set the scene. It’s a beautiful summer day. The sun is shining; the bees are buzzing. Any given day in July has the opportunity to be fantastic. Not only is this a great month for beach trips, great weather, and tanning (or getting sunburnt); July is an opportunity to take stock and [...]
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IN Analytics / Call Center Tricks / On Demand Reporting / Data Visualization / Call Center / Business Intelligence

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 / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / 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?  
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IN Analytics / Brightmetrics / Wrap Codes / Call Center Tricks / Business Intelligence / 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.  
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IN Analytics / Brightmetrics / Call Center Agent Performance / Wrap Codes / Call Center Tricks / Data Visualization / Call Center / Business Intelligence

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 / Brightmetrics / Data Analytics / Dashboard / Contact Center Analytics / ShoreTel / ShoreTel Reporting / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Mitel Phone Data / ShoreTel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Data / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center / Contact Center Reporting Solutions / UCaaS

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 / Data Analytics / Agent Productivity / Data Visualization / Call Center / Call Center Management

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 / Calls Transferred / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Call Center Data

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.
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IN Analytics / Call Center Agent Performance / Business Intelligence

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