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 [...]
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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 [...]
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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 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

June 28, 2018 by Matt Beatty

Customer Spotlight On A.B. May

With summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Contact Center Analytics / Contact Center Manager / ShoreTel Reporting / Customer Satisfaction / Customer Success / Phone Analytics / On Demand Reporting / Call Center / Mitel Phone Data / Small Medium Business / Call Center Analytics / Call Center Data / ShoreTel Contact Center Data / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Case Study / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / UCaaS / Customer Journey / Employee Experience

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 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 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

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