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 [...]
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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 [...]
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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.
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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 [...]
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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

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

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 / Data Analytics / Contact Center Analytics / Wrap Codes / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / Call Center Tricks / User Interface / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Contact Center Team / Employee Experience / Employee Engagement

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 / Dashboard / Contact Center Analytics / Call Center Agent Performance / Wrap Codes / Customer Experience / ShoreTel / Contact Center Manager / Customer Satisfaction / Call Center Tricks / Agent Productivity / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Contact Center Management / Call Center Agent Skills / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Engagement

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

May 17, 2018 by Matt Beatty

New Feature Release: Staff Forecasting

I think it's safe to say that most workspaces that deliver customer service are busy... Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Contact Center Manager / Employee Productivity / ShoreTel Reporting / Genesys / Agent Productivity / Customer Success / Phone Analytics / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Contact Center / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Employee Engagement / Customer Service Representative

May 09, 2018 by Matt Beatty

Let's Talk Balancing Staffing Levels

It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?”
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Employee Productivity / Call Center Tricks / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Engagement / Customer Service Representative

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