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

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 / Brightmetrics / Data Analytics / Collecting Data / Dashboard / CEO / Calls Transferred / Contact Center Manager / Call Center Metrics / User Interface / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Reporting Solutions / Contact Center Team / Employee Experience

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 / Brightmetrics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Customer Experience / ShoreTel / Customer Satisfaction / Call Center / Business Intelligence / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Customer Journey / Employee Engagement / Customer Service Representative

April 05, 2018 by Matt Beatty

ECC Insights: Who Does It Better?

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what Mitel delivers in their native reporting and even their add-on applications.  
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Dashboard / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / ShoreTel Reporting / Data / User Interface / Agent Productivity / Customer Success / Data Visualization / Mitel Phone Data / ShoreTel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Contact Center Management / Real Time Reporting / Contact Center Team

March 29, 2018 by Matt Beatty

Now That We’ve Found Abandonment Rate and Queue Time, What Are We Gonna Do?

Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter's baritone), you can always watch it here.
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Dashboard / Call Center Agent Performance / Wrap Codes / ShoreTel / Contact Center Manager / Call Center Metrics / Call Center Tricks / Data / Data Tracking / KPI / User Interface / Call Center Abandon Rate / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Contact Center Reporting Solutions / Call Center Manager / Customer Service Representative

March 15, 2018 by Matt Beatty

Do I Really Need a 0% Abandonment Rate?

We’ve all been there… For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer. On the 3rd minute of being on hold, I start thinking about all the things I’d rather be doing like sleeping or binging [...]
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IN Analytics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Wrap Codes / ShoreTel / Contact Center Manager / Employee Productivity / Customer Satisfaction / Call Center Tricks / KPI / Agent Productivity / Call Center Abandon Rate / Customer Success / Phone Analytics / Data Visualization / Call Center / Business Intelligence / Call Center Data / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Customer Journey / Customer Service Representative

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