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 Analytics / Call Center Tricks / Data Tracking / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Business Decisions / Content

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 / Updates / Call Center Tricks / Customers / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Business Decisions / Content / Learning Brightmetrics

June 21, 2018 by Matt Beatty

The Top 6 Charts Any Organization Can Benefit From

Here at Brightmetrics, we’re often asked, “What are the top charts that any organization could benefit from?” And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various [...]
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IN Analytics / Brightmetrics / Updates / Call Center Tricks / Agent Productivity / Customers / Data Visualization / Call Center / Call Queue / Business Decisions / General / Learning Brightmetrics / Agent Performance

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 / Updates / Wrap Codes / Call Center Tricks / Business Intelligence / Business Decisions / Call Center Management / Agent Performance

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 / Updates / Call Center Agent Performance / Wrap Codes / Call Center Tricks / Data Visualization / Call Center / Business Intelligence / Learning Brightmetrics

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 / ShoreTel Reporting / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Business Intelligence / Business Decisions / Agent Performance

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 Brightmetrics / Updates / Data Analytics / Staffing Levels / Employee Productivity / Call Center Tricks / Customers / On Demand Reporting / Call Center / Business Intelligence / Business Decisions / Featured

April 12, 2018 by Matt Beatty

Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear metrics to confirm your gut instincts (or maybe show you something that might be obscured)?
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IN Analytics / Brightmetrics / Updates / Reports / Calls Transferred / Call Center Tricks / Agent Productivity / Customers / Data Visualization / Call Center / Call Center Data / Content

March 29, 2018 by Matt Beatty

Now that We’ve Found [Abandonment Rate/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 / Data Analytics / Enterprise Contact Center / Call Center Agent Performance / Wrap Codes / Call Center Tricks / KPI / Abandon Rate / Data Visualization / Call Center / Business Intelligence / Call Queue

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 / Call Center Agent Performance / Wrap Codes / Call Center Tricks / Abandon Rate / Data Visualization / Call Center / Business Intelligence

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