June 15, 2018 by Matt Beatty

London Calling… Again? Could Wrap Codes Help Answer “Why?”

Wait, what? Why would London be calling (over and over and over)? Is it another call to order a new bass?  
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Analytics / Wrap Codes / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / Call Center Tricks / User Interface / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Contact Center Team / Employee Experience / Employee Engagement

June 06, 2018 by Matt Beatty

Using Wrap Codes for a Refined Customer Experience

When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital.  
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IN Analytics / Brightmetrics / Dashboard / Contact Center Analytics / Call Center Agent Performance / Wrap Codes / Customer Experience / ShoreTel / Contact Center Manager / Customer Satisfaction / Call Center Tricks / Agent Productivity / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Contact Center Management / Call Center Agent Skills / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Engagement

May 24, 2018 by Matt Beatty

But Really, How Do I Build That Agent Available vs. Calls Answered Already?

You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting”. Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) video from our [...]
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IN Analytics / Brightmetrics / Data Analytics / Dashboard / Contact Center Analytics / ShoreTel / ShoreTel Reporting / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Mitel Phone Data / ShoreTel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Data / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center / Contact Center Reporting Solutions / UCaaS

May 17, 2018 by Matt Beatty

New Feature Release: Staff Forecasting

I think it's safe to say that most workspaces that deliver customer service are busy... Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Contact Center Manager / Employee Productivity / ShoreTel Reporting / Genesys / Agent Productivity / Customer Success / Phone Analytics / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Contact Center / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Employee Engagement / Customer Service Representative

May 09, 2018 by Matt Beatty

Let's Talk Balancing Staffing Levels

It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?”
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Employee Productivity / Call Center Tricks / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Engagement / Customer Service Representative

January 18, 2018 by Matt Beatty

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics™

Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is [...]
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Email Reports / Dashboard / CEO / Contact Center Analytics / ShoreTel / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / Call Center Tricks / Data / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Agent Performance / Call Center Case Study / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team

January 04, 2018 by Matt Beatty

Spotlight on Healthcare: Set Achievable Goals with Brightmetrics™

Within the past decade, the US healthcare industry has shifted in ways that empower consumers with many choices when it comes to their healthcare providers. This has increased the emphasis on providing excellent customer service as a way to differentiate. Regardless of the type of contact [...]
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / CEO / Contact Center Analytics / ShoreTel / Contact Center Manager / Customer Satisfaction / Call Center Tricks / Customer Success / Phone Analytics / On Demand Reporting / Data Visualization / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / Employee Engagement / Customer Service Representative

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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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / ShoreTel / Contact Center Manager / Data / Phone Analytics / On Demand Reporting / 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 / SaaS / Call Centers / Contact Center Management / Contact Center Reporting Solutions / Call Center Manager / CCaaS

June 23, 2017 by Michele Cuchra

Which 2 Metrics Can I Use For a Better Customer Experience Tomorrow?

Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key contact center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Analytics / Call Center Agent Performance / Call Center Metrics / Call Center Tricks / KPI / Agent Productivity / Customer Success / Data Visualization / Call Center / Small Medium Business / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Call Centers / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Experience / Customer Service Representative

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

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