Brightmetrics Blog | Call Center Analytics

November 5, 2019 10:10:15 AM PST by Matt Beatty

Custom Genesys Cloud Reports Simplified: Brightmetrics is a Premium App!

It's easier than ever to create custom reports on Genesys Cloud! The Genesys Cloud (PureCloud) scene is growing like crazy! They've continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the [...]

IN Analytics / Updates / News / Data Analytics / Contact Center Insights / dashboard / Contact Center Analytics / PureCloud / Genesys Phone Data / data analysis / Data visualization / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

July 12, 2019 4:58:01 PM PDT by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?

IN Analytics / brightmetrics / Data Analytics / Call Center Agent Performance / agent productivity / thresholds / Customers / Data visualization / Data Visualization / Call Center / Business Intelligence / business decisions / Call Center Analytics / Content / Call Center Management / agent performance

April 3, 2019 9:48:22 AM PDT by Matt Beatty

Scoreboard! Maximizing Team Performance with Gamification

We’re finishing up our gamification series and frankly shocked we've broken through your feed of Final Four coverage and MLB season-opening prognostications!

IN brightmetrics / Updates / Data Analytics / Collecting Data / Call Center Tricks / agent productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / business decisions / Call Center Analytics / agent performance

January 9, 2019 4:53:14 PM PST 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 contact center? In the video below, we answer those questions and more. Take a look!

September 24, 2018 3:26:59 PM PDT 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 brightmetrics / Updates / Collecting Data / Contact Center Insights / Contact Center Analytics / data analysis / Discussion / Call Center / Call Center Analytics / Content

August 30, 2018 10:58:16 AM PDT 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 [...]

IN Analytics / brightmetrics / Updates / Contact Center Insights / Call Center Tricks / agent productivity / Mitel Phone Data / Business Intelligence / Call Center Analytics / agent performance / Real Time Reporting

August 1, 2018 1:26:25 PM PDT 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.

IN Analytics / brightmetrics / Collecting Data / Call Center Tricks / Data Visualization / Mitel Phone Data / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Management

April 5, 2018 9:58:47 AM PDT 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 ShoreTel delivers in their native reporting and even their add-on applications.

IN Analytics / brightmetrics / Updates / Data Analytics / dashboard / data analysis / business intelligence / Data visualization / Data Visualization / ShoreTel Phone Data / business decisions / Call Center Analytics / Call Center Data

March 1, 2018 10:00:17 AM PST by Matt Beatty

So, Where Do I Start?

At first glance, it can be a little overwhelming to understand and manage the dashboards and reporting features in Brightmetrics.

IN Analytics / brightmetrics / Updates / News / ShoreTel Reporting / business intelligence / Data visualization / Data Visualization / Business Intelligence / business decisions / Call Center Analytics / Call Center Data / Call Center Management / Learning Brightmetrics

February 1, 2018 2:00:15 AM PST by Matt Beatty

Maintaining Communication with Your Community in Crisis

In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were [...]

IN Analytics / Data Analytics / Collecting Data / emergency operations / Data visualization / Business Intelligence / business decisions / Call Center Analytics

Custom Genesys Cloud Reports Simplified: Brightmetrics is a Premium App!

What's Your Threshold?

Scoreboard! Maximizing Team Performance with Gamification

Motivate Your Call Center Team with Gamification

Reflections on the Rise of AI in Customer Experience

The Top 10 Real Time Charts Your Team Will Use Everyday

The Top 4 ECC Charts Any Contact Center Can Benefit From

ECC Insights - Who Does It Better?

So, Where Do I Start?

Maintaining Communication with Your Community in Crisis

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