November 5, 2019 10:10:15 AM PST by Matt Beatty

Custom Genesys Cloud Reports Simplified: Brightmetrics is a Premium App!

It's easier than ever to create custom reports on Genesys Cloud! The Genesys Cloud (PureCloud) scene is growing like crazy! They've continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the [...]
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IN Analytics / Updates / News / Data Analytics / Contact Center Insights / dashboard / Contact Center Analytics / PureCloud / Genesys Phone Data / data analysis / Data visualization / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

November 16, 2018 9:54:14 AM PST by Nancy Chavez

Thankful for Pumpkin Pie, Eggnog, and You!

As the temperature begins to drop and the holidays approach, we’d like to take this time to reflect on another great year! Brightmetrics truly is the company that we are today because of our wonderful team. We are constantly striving to deliver the best reporting, business insights, and [...]
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IN brightmetrics / Updates / News / Contact Center Insights / Contact Center Analytics / ShoreTel / Customers / business intelligence / Data Visualization

September 24, 2018 3:26:59 PM PDT 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 brightmetrics / Updates / Collecting Data / Contact Center Insights / Contact Center Analytics / data analysis / Discussion / Call Center / Call Center Analytics / Content

July 19, 2018 9:56:13 AM PDT 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 / Data Visualization / Call Center / Business Intelligence / business decisions / Content

May 23, 2017 4:00:58 PM PDT 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

February 16, 2017 3:38:18 PM PST by Jim Lewis

The Holy Grail of Contact Center Analytics

Contact center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run [...]
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IN Data Analytics / Enterprise Contact Center / Contact Center Insights / Contact Center Analytics / Business Insights / Contact Center Manager / Business Intelligence / ECC / Business Analytics / Contact Center

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