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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 call center? In the video below, we answer those questions and more. Take a look!

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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.

IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Metrics / Customer Experience / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / User Interface / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Call Center Staffing / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

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, [...]

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

November 16, 2018 by Nancy Chavez

Thankful for Pumpkin Pie, Eggnog, and You!

As the temperature begins to drop and the holidays approach, we’d like to take this time to reflect on another great year! Brightmetrics™ truly is the company that we are today because of our wonderful team. We are constantly striving to deliver the best reporting, business insights, and [...]

IN Analytics / Brightmetrics / Contact Center Insights / CEO / Contact Center Analytics / SMB / ShoreTel / Contact Center Manager / Employee Productivity / Customer Success / Data Visualization / Call Center / Small Medium Business / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / SaaS / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / UCaaS / Employee Experience

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).

IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / Genesys / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Employee Experience / Employee Engagement / Customer Service Representative

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 [...]

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

Top 10 REAL TIME Analytics™ 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 [...]

IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / Dashboard / CEO / Contact Center Manager / Employee Productivity / Call Center Tricks / KPI / Agent Productivity / On Demand Reporting / Data Visualization / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / ShoreTel Contact Center Data / Call Centers / Agent Performance / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Customer Service Representative

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 [...]

IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Email Reports / CEO / Contact Center Manager / Call Center Tricks / Data / Genesys / KPI / Agent Productivity / On Demand Reporting / Call Center / Scheduled Reports / Email Dashboards / Small Medium Business / Business Intelligence / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Team / CCaaS / UCaaS

August 01, 2018 by Matt Beatty

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.

IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Collecting Data / Contact Center Insights / Dashboard / Contact Center Analytics / Contact Center Manager / ShoreTel Reporting / Call Center Tricks / User Interface / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Small Medium Business / ShoreTel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / CCaaS / Employee Engagement

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 [...]

IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Dashboard / Contact Center Analytics / ShoreTel / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Call Center Tricks / Data / Data Tracking / User Interface / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Call Center Optimization / Contact Center Reporting Solutions

Motivate Your Call Center Team with Gamification

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

New Year, New Agent Goals

Thankful for Pumpkin Pie, Eggnog, and You!

TMI Much? Not with Brightmetrics™

Reflections on the Rise of AI in Customer Experience

Top 10 REAL TIME Analytics™ Charts Your Team Will Use Everyday

CEO On the Go

Top 4 ECC Charts Any Contact Center Can Benefit From

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

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