July 12, 2019 4:58:01 PM PDT by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?
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IN Analytics / brightmetrics / Data Analytics / Call Center Agent Performance / agent productivity / thresholds / Customers / Data visualization / Data Visualization / Call Center / Business Intelligence / business decisions / Call Center Analytics / Content / Call Center Management / agent performance

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

July 5, 2018 10:33:36 AM PDT by Matt Beatty

A Brightmetrics Summer: Warm Weather, Beach Trips, and Mid-Year Reviews

Let’s set the scene. It’s a beautiful summer day. The sun is shining; the bees are buzzing. Any given day in July has the opportunity to be fantastic. Not only is this a great month for beach trips, great weather, and tanning (or getting sunburnt); July is an opportunity to take stock and [...]
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IN Analytics / Updates / Call Center Tricks / Customers / On Demand Reporting / Data visualization / Call Center / Business Intelligence / business decisions / Content / Learning Brightmetrics

June 28, 2018 11:23:05 AM PDT by Matt Beatty

Customer Spotlight on A.B. May

With Summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals [...]
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IN brightmetrics / Updates / Collecting Data / success spotlight / case study / ShoreTel Reporting / customer success / Customers / business decisions / Content / agent performance

April 12, 2018 4:03:12 PM PDT by Matt Beatty

Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear metrics to confirm your gut instincts (or maybe show you something that might be obscured)?
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IN Analytics / brightmetrics / Updates / reports / percentage of calls transferred / Call Center Tricks / agent productivity / Customers / Data Visualization / Call Center / Call Center Data / Content

December 7, 2017 7:24:26 AM PST by brightmetrics2

Brightmetrics: What Does That Field Mean?

 
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IN brightmetrics / Data Analytics / dashboard / data tracking / data analysis / Data visualization / Call Center Analytics / Content / context

August 10, 2010 8:00:35 AM PDT by brightmetrics2

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 set the highest functioning organizations apart. The Wharton Business School even [...]
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IN Collecting Data / pattern recognition / data analysis / Data visualization / Data Visualization / Content / context

June 8, 2010 8:00:16 AM PDT by brightmetrics2

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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IN CEO / data / Data visualization / Data Visualization / ceo / Content / data aggregation

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