October 23, 2020 by Andrea Wagner

5 Steps to Mastering Scheduled Reports for Your Contact Center

Every role in an organization that is dependent on customer interactions can benefit from well-developed scheduled reports for their contact center data. Brightmetrics™ makes scheduling the delivery of unique reporting and dashboards incredibly easy. We’ve narrowed down the 5 key steps to [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / Email Reports / CEO / Contact Center Analytics / Contact Center Manager / Call Center Metrics / Customer Satisfaction / Genesys / Customer Success / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Experience / Employee Engagement / Customer Service Representative

September 25, 2020 by Matt Beatty

Build vs. Buy Contact Center Analytics: What is the Real Cost?

Professional sports has become one of the most data-driven industries in the world. If you’re new to this idea, or maybe looking for great stuck-at-home entertainment, watch Moneyball or head over to https://sabr.org/sabermetrics and dive in.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Collecting Data / Contact Center Insights / Dashboard / CEO / Metrics / Contact Center Manager / Employee Productivity / Data Tracking / Genesys / Software Development / On Demand Reporting / Data Visualization / Call Center / Scheduled Reports / Small Medium Business / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Manager / CCaaS / Employee Experience / Employee Engagement

August 03, 2020 by Amanda Davis

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Contact Center Insights / Dashboard / CEO / Call Center Agent Performance / Contact Center Manager / New Features / Genesys / User Interface / Agent Productivity / On Demand Reporting / Data Visualization / Business Intelligence / PureCloud / Mitel / Call Center Management / SaaS / Agent Performance / Call Center Staffing / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Agent Scorecard / Customer Service Representative

February 06, 2020 by Matt Beatty

Are QBRs Enough in the 2020s?

There has to be a better way to build trust through transparency with your customers, right? If you're waiting over 90 days to review your team's performance to Service Level Agreements (SLAs), then you're right. There is a better way.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Email Reports / Dashboard / CEO / Customer Experience / Contact Center Manager / Employee Productivity / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / Small Medium Business / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / SLA / Contact Center Management / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / CCaaS / UCaaS

January 23, 2020 by Matt Beatty

Brightmetrics™ + Genesys Cloud 2020

Are you offering a simple point of contact for your organization, or are you crafting a complete experience?
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / CEO / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / Genesys / KPI / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Business Intelligence / Call Center Analytics / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Experience / Employee Engagement / Customer Service Representative

January 09, 2020 by Matt Beatty

The Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Employee Productivity / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / Call Center Tricks / Genesys / User Interface / Customer Success / Phone Analytics / On Demand Reporting / Data Visualization / Business Intelligence / Mitel / Call Center Management / SaaS / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Engagement / Customer Service Representative

November 05, 2019 by Matt Beatty

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 [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Contact Center Insights / Email Reports / Dashboard / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / New Features / Data Tracking / Genesys / Software Development / On Demand Reporting / Data Visualization / Call Center / Product Development / Small Medium Business / Business Intelligence / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team

July 17, 2019 by Matt Beatty

Brightmetrics™ Release: Radiance Experience

Your Brilliant Customer Engagement Insights Delivered in a Visually Stunning and Intuitively Flexible Way… If you’re a customer with Brightmetrics, you know that we’ve been serving up valuable insights into how your team is delivering service and care in their connected moments with your [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Radiance / Contact Center Insights / Dashboard / Contact Center Manager / Genesys Phone Data / ShoreTel Reporting / Customer Satisfaction / New Features / Data / User Interface / Software Development / Data Visualization / Product Development / Mitel Phone Data / Business Intelligence / PureCloud / Mitel / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Customer Service Representative

July 12, 2019 by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Collecting Data / Dashboard / CEO / Contact Center Analytics / Call Center Agent Performance / Customer Experience / ShoreTel / Contact Center Manager / Data / Agent Productivity / Thresholds / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Call Center Optimization / Call Center Agent / Contact Center Team / CCaaS / Employee Engagement

June 11, 2019 by Matt Beatty

Brightmetrics Genesys Cloud Analytics and REAL TIME Dashboard Services

It's been a little while since we've dropped something big, but it isn't because the Brightmetrics™ team has been working on our summer tans.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / New Features / Genesys / User Interface / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Enterprise Call Center / Business Intelligence / PureCloud / Call Center Analytics / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

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