December 09, 2021 by Azure Beatrice

Brightmetrics Celebrates Another Year of Growth

As we come to the end of an extraordinary year, and our team at Brightmetrics™ quickly wraps up their Q4 tasks before diving into holiday festivities, we’re also taking the time to reflect. In spite of another year filled with uncertainties, we can’t help but feel immensely grateful for [...]
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IN Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Customer Satisfaction / Genesys / Customer Success / Call Center / Product Development / Call Center Analytics / Mitel / Contact Center / Employee Experience

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

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

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

January 31, 2019 by Matt Beatty

What's the Difference between a KPI and a KRI?

When it comes to contact centers and data, most know what a Key Performance Indicator (KPI) is.  
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Metrics / Contact Center Manager / Call Center Metrics / Data / KPI / Phone Analytics / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / KRI / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team

May 23, 2017 by Michele Cuchra

3 Ways to Improve Contact Center Agent Performance

If you use Brightmetrics UC Analytics™ 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 team leaders [...]
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IN Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Call Center Agent Performance / ShoreTel / Contact Center Manager / Call Center Tricks / Customer Success / Data Visualization / Mitel Phone Data / ShoreTel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

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 Analytics / Data Analytics / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / ShoreTel Reporting / Customer Satisfaction / Call Center Tricks / Customer Success / Data Visualization / Call Center / Mitel Phone Data / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / ShoreTel Contact Center Data / Call Center Management / Contact Center Reporting Solutions / Employee Engagement / Customer Service Representative

March 23, 2017 by Jim Lewis

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Employee Productivity / Data / ShoreTel Phone Data / Business Intelligence / Call Center Data / Call Center Management / Call Center Staffing / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Employee Engagement

February 16, 2017 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 Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Contact Center Manager / Employee Productivity / Customer Satisfaction / Agent Productivity / Customer Success / Phone Analytics / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / SaaS / Contact Center / Contact Center Reporting Solutions / UCaaS / Customer Service Representative

May 05, 2016 by Andrew Gaskill

Mitel Auto-Attendant Reporting

This post has been updated on 2/25/2014 to update based on further testing. We had been recommending Route Points as reporting points for AA reporting but have found that is not as reliable as using empty Workgroups instead. This post now reflects the new instructions.
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Email Reports / Contact Center Analytics / ShoreTel / ShoreTel Reporting / Data / On Demand Reporting / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel / Contact Center / Contact Center Reporting Solutions

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