January 18, 2018 by Matt Beatty

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is [...]
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IN Analytics / Customer Satisfaction / Call Center Tricks / data analysis / Customers / Data Visualization / Business Intelligence / Customer Needs / business decisions / Call Center Data / Call Center Management / agent performance

January 04, 2018 by Matt Beatty

Spotlight on Healthcare: Set Achievable Goals with Brightmetrics

Within the past decade, the US healthcare industry has shifted in ways that empower consumers with many choices when it comes to their healthcare providers. This has increased the emphasis on providing excellent customer service as a way to differentiate. Regardless of the type of contact [...]
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IN Analytics / ShoreTel / Call Center Tricks / Data visualization / business decisions / Call Center Analytics / Call Center Data / Call Center Management / call centers / agent performance

June 23, 2017 by Michele Cuchra

Which 2 Metrics Can I Use for a Better Customer Experience Tomorrow?

Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key contact center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, [...]
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IN Data Analytics / Enterprise Contact Center / Call Center Metrics / Call Center Tricks / Call Center / Call Center Analytics / Call Center Data / Call Center Management / KPIs

May 23, 2017 by Michele Cuchra

3 Ways to Improve Contact Center Agent Performance

If you use Brightmetrics Core UC Analytics Service to derive valuable business insights from your Mitel (ShoreTel) business phones, you’re already a believer in empowering your team with data perspectives that are tailored and unique to your organization. Contact center management and [...]
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IN Enterprise Contact Center / Contact Center Analytics / Call Center Agent Performance / Call Center Tricks / Enterprise Call Center / Call Center Analytics / Call Center Management / Contact Center Management

May 12, 2017 by Matt Beatty

Strategic and Tactical: The Dynamic Duo of Call Center Management

Great things seem to come in pairs: peanut butter and jelly, paper and pen, Batman and Robin, bacon and… anything. Call center management is no different. When it comes to successfully managing a call center, one of the most important ways to increase the effectiveness of your business [...]
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IN Call Center Tricks / ShoreTel Phone Data / Call Center Analytics / Call Center Data / ShoreTel Contact Center Data / Call Center Management

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