August 09, 2021 by Azure Beatrice

4 Hidden Costs of Inefficient Call Centers

Data doesn't lie. It shows the truth of what is really happening in your company and call center. 
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IN Data Analytics / CEO / Contact Center Analytics / Call Center Agent Performance / Metrics / Customer Experience / Contact Center Manager / Employee Productivity / Call Center Metrics / Call Center / Business Intelligence / Call Center Analytics / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Optimization / Call Center Agent / Call Center Manager / Contact Center Team / Gamification / Agent Scorecard

July 22, 2021 by Azure Beatrice

5 Reasons Your Call Center Does NOT Need Brightmetrics

Yes. You read that right.
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IN Analytics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Customer Experience / Contact Center Manager / Customer Satisfaction / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement / Agent Scorecard

May 18, 2021 by Azure Beatrice

How to Predict Your Call Center Needs with Staff Forecasting

There is no doubt that call centers continue to be the frontline teams directly interacting with your customers. Even with the rise in popularity of other digital customer service channels, like email and chat, voice calling remains one of the most popular channels in addressing customer [...]
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IN Analytics / Brightmetrics / Contact Center Insights / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Customer Experience / Contact Center Manager / Agent Productivity / Call Center / Call Center Data / Mitel / Call Center Management / SLA / Call Center Staffing / Contact Center Management / Contact Center / Call Center Optimization / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Customer Service Representative

March 23, 2021 by Peter Hornberger

How to Get More from Your Contact Center Analytics for Free

Managing performance in your contact center is strenuous, but essential to organizations. And this past year monitoring performance has become even more complicated as teams have shifted to a hybrid or fully remote work environment. Reduced or stricter budgets as well as limited staff and [...]
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IN Brightmetrics / Genesys Cloud / Dashboard / Call Center Agent Performance / Metrics / Customer Experience / Contact Center Manager / Employee Productivity / Genesys Phone Data / New Features / Data / Genesys / KPI / Agent Productivity / Data Visualization / Call Center / PureCloud / Call Center Analytics / Call Center Management / Agent Performance / Contact Center / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Employee Experience / Customer Service Representative

November 30, 2020 by Azure Beatrice

Our Top 10 Wins From 2020

Last year at this time, no one had even the slightest idea what 2020 would bring. Many of us were excited for the turn of the decade, optimistic about new adventures and experiences to come. And then quite suddenly, all of our lives drastically changed in a matter of weeks, and things [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Dashboard / CEO / Contact Center Analytics / Customer Experience / Employee Productivity / New Features / Data / Genesys / User Interface / On Demand Reporting / Data Visualization / Call Center / Product Development / Business Intelligence / PureCloud / Call Center Analytics / Call Center Data / Mitel / SaaS / Contact Center Management / Real Time Reporting / Contact Center / AppFoundry / Contact Center Reporting Solutions / CCaaS / Employee Experience / Agent Scorecard

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

March 05, 2020 by Matt Beatty

Mitel Begins 2020 with an Exciting Kickoff and Fresh Mindset

A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation base [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / New Features / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel / Contact Center Management / Real Time Reporting / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / Employee Experience

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

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