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

December 07, 2017 by Andrew Gaskill

Brightmetrics™: What Does That Field Mean?

 
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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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IN Brightmetrics / Data Analytics / Enterprise Contact Center / Collecting Data / ShoreTel / Employee Productivity / ShoreTel Reporting / On Demand Reporting / Call Center / Scheduled Reports / Business Intelligence / Call Center Data / Mitel / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Contact Center Team

August 13, 2017 by Andrea Wagner

Solving Small Medium Business Problems With Your Mitel Phone Analytics

Running an SMB comes with unique challenges that are often overlooked by vendors designing solutions for larger scale. Take, for example, your business phone system. Your Mitel (ShoreTel) phone system is the most common point of contact for your customers. There are opportunities to [...]
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IN Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / SMB / ShoreTel / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / Data / Genesys / Phone Analytics / Small Medium Business / Business Intelligence / Call Center Data / Mitel / Contact Center / Call Center Optimization / Call Center Manager / UCaaS

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

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

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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