October 23, 2018 by Matt Beatty

TMI Much? Not with Brightmetrics™

Managing others can be stressful. Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).  
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / Genesys / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Employee Experience / Employee Engagement / Customer Service Representative

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 14, 2018 by Matt Beatty

CEO On the Go

Let’s face it… you’re used to the dreadful feeling of having too many tasks and never enough time to execute. It’s difficult to prioritize an inbox flooded with unread emails and a never-ending to-do list. And if you are in an executive role at your company (maybe a CEO/ maybe someone who [...]
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Email Reports / CEO / Contact Center Manager / Call Center Tricks / Data / Genesys / KPI / Agent Productivity / On Demand Reporting / Call Center / Scheduled Reports / Email Dashboards / Small Medium Business / Business Intelligence / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Team / CCaaS / UCaaS

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 / Brightmetrics / Genesys Cloud / Data Analytics / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / Customer Success / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Mitel / Call Center Management / Contact Center Management / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

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 / Data Analytics / CEO / Contact Center Analytics / Call Center Agent Performance / ShoreTel / Contact Center Manager / Customer Satisfaction / Call Center Tricks / Data / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Small Medium Business / Call Center Data / Mitel / Call Center Management / SaaS / Agent Performance / Call Center Optimization / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS / UCaaS

April 19, 2018 by Matt Beatty

Check Out the Big Transfer Rate On Brad

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics .   
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Dashboard / CEO / Calls Transferred / Contact Center Manager / Call Center Metrics / User Interface / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Reporting Solutions / Contact Center Team / Employee Experience

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 / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / Dashboard / CEO / Call Center Agent Performance / Calls Transferred / Contact Center Manager / Employee Productivity / Call Center Metrics / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Call Center Data / Mitel / Call Center Management / Call Center Agent Skills / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement

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

March 01, 2018 by Matt Beatty

So, Where Do I Start?

At first glance, it can be a little overwhelming to understand and manage the dashboards and reporting features in Brightmetrics™.
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Dashboard / CEO / Employee Productivity / ShoreTel Reporting / Customer Satisfaction / Data / User Interface / On Demand Reporting / Data Visualization / Call Center / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Employee Experience / Customer Service Representative

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