September 24, 2018 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 Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Data / Phone Analytics / Software Development / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Call Centers / Contact Center Management / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey

June 28, 2018 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 Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Contact Center Analytics / Contact Center Manager / ShoreTel Reporting / Customer Satisfaction / Customer Success / Phone Analytics / On Demand Reporting / Call Center / Mitel Phone Data / Small Medium Business / Call Center Analytics / Call Center Data / ShoreTel Contact Center Data / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Case Study / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / UCaaS / Customer Journey / Employee Experience

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 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

April 12, 2018 by Matt Beatty

Customer Spotlight on the Cleveland Indians

We’re always humbled by the amount of trust that our customers have in us and the services delivered through Brightmetrics™. In the end, they are the heroes and we’ve become one of the tools they leverage to deliver another level of service and productivity.
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Customer Experience / ShoreTel / Customer Satisfaction / Call Center / Business Intelligence / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Customer Journey / Employee Engagement / Customer Service Representative

March 15, 2018 by Matt Beatty

Do I Really Need a 0% Abandonment Rate?

We’ve all been there… For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer. On the 3rd minute of being on hold, I start thinking about all the things I’d rather be doing like sleeping or binging [...]
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IN Analytics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Wrap Codes / ShoreTel / Contact Center Manager / Employee Productivity / Customer Satisfaction / Call Center Tricks / KPI / Agent Productivity / Call Center Abandon Rate / Customer Success / Phone Analytics / Data Visualization / Call Center / Business Intelligence / Call Center Data / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Customer Journey / Customer Service Representative

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