February 01, 2018 by Matt Beatty

Maintaining Communication with Your Community in Crisis

In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Dashboard / CEO / ShoreTel / Contact Center Manager / Call Center Metrics / Data / Phone Analytics / On Demand Reporting / Data Visualization / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Contact Center / Call Center Case Study / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Service Representative

December 07, 2017 by Andrew Gaskill

Brightmetrics™: What Does That Field Mean?

 
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October 26, 2017 by Brightmetrics Team

Why You Need Analytics for Your Mitel System, Not Just Reporting

"What is the difference between reporting and analytics?" That’s one of the most common questions we field here at Brightmetrics™. It’s a difficult question to answer because of the overlap between data and analytics. The way we look at it, reporting is a subset of analytics. You can’t [...]
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September 21, 2017 by Andrea Wagner

The Secrets to Mastering Scheduled Reports

Almost every role in an organization that is dependent on customer communication can benefit from well-developed scheduled reports for their Mitel (ShoreTel) phone data. Brightmetrics makes scheduling the delivery of unique reporting and dashboards incredibly easy. However, there are some [...]
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April 12, 2017 by Brightmetrics Team

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement (SLA) is imperative for your organization in order to achieve maximum customer service satisfaction while following budgetary restrictions and setting achievable goals for your call center agents. Sometimes there are immediate, direct fiscal [...]
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Collecting Data / CEO / Contact Center Manager / Customer Satisfaction / Data / Customer Success / Phone Analytics / Data Visualization / Mitel Phone Data / Call Center Data / Mitel / Call Centers / SLA / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team

October 26, 2012 by Andrew Gaskill

Brightmetrics™ Call Party Activity

We've just released a major new data source for our Mitel (ShoreTel) Reporting and Data Analytics Services.   We are always playing a balance game with our service. On one hand, we want to keep the tool as easy to use and intuitive as possible. On the other hand, we want it to be, [...]
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August 21, 2012 by Andrew Gaskill

Brightmetrics™ Top 10 Charts

Charts and dashboards are great for identifying trends and anomalies over a fixed set of criteria. For example, seeing the call volume of a small department of users.   But what happens if that set of criteria needs to fluctuate, or if it is not such a small set of users you need to [...]
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March 08, 2011 by Andrew Gaskill

How Brightmetrics™ Handles Security in our SaaS Product

These days small to mid-sized businesses are turning more and more often to Software as a Service (Saas) or cloud solutions like Brightmetric's Executive Support System (ESS). When compared to in-house solutions, cloud solutions tend to be more cost-effective, quicker and easier to setup [...]
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IN Genesys Cloud / Collecting Data / Data Security / Dashboard / CEO / ShoreTel / ShoreTel Reporting / Data / Data Tracking / Phone Analytics / Privacy / Software Development / Data Visualization / Product Development / Small Medium Business / Call Center Analytics / Mitel / ShoreTel Contact Center Data / SaaS

August 10, 2010 by Andrew Gaskill

Pattern Recognition

I've touched on this in previous posts but I really believe that it is one of the most important topics that we can discuss. Of all the skills the best-run companies can have, it is pattern recognition that sets the highest functioning organizations apart. The Wharton Business School even [...]
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June 08, 2010 by Andrew Gaskill

Don't Delude Yourself With Your Own Data

Last week, I wrote about valuing the context of the data you are viewing at least as much, if not more than the content. This is important when you are analyzing the data that other people have put to you and in revealing agendas they may have in the data.   But what about looking at your [...]
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