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

July 22, 2021 by Azure Beatrice

5 Reasons Your Call Center Does NOT Need Brightmetrics

Yes. You read that right.
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IN Analytics / Data Analytics / Contact Center Insights / Call Center Agent Performance / Customer Experience / Contact Center Manager / Customer Satisfaction / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement / Agent Scorecard

April 23, 2021 by Michele Cuchra

2 Contact Center Metrics That Will Immediately Improve Your Customer Experience

You may think your contact center team delivers a great customer experience, but does your data support this notion?
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IN Genesys Cloud / Data Analytics / Call Center Agent Performance / Metrics / Customer Experience / Contact Center Manager / Call Center Metrics / Customer Satisfaction / Data / KPI / Customer Success / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / SLA / Contact Center Management / Call Center Optimization / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Customer Service Representative

February 11, 2021 by Azure Beatrice

Forget Your Native Reporting Tool, 5 Reasons to Make the Switch

Does your current contact center analytics platform make your customer data completely accessible to you and your team? Does it also offer you the control and flexibility to slice and dice that data, diving deeper into your customer engagement reports?
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / Customer Experience / Contact Center Manager / Call Center Metrics / Customer Satisfaction / Genesys / On Demand Reporting / Data Visualization / Scheduled Reports / Business Intelligence / Call Center Data / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Real Time Reporting / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / CCaaS / Customer Journey / Employee Experience / Employee Engagement

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

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

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

January 24, 2017 by Matt Beatty

Make Informed In-the-Moment Decisions with REAL TIME Analytics™

“What gets managed gets improved.” – Peter Drucker This is a reality in all facets of business, and especially when it comes to the most common point of contact you have with your customers: your business phone system. Brightmetrics™ has two options for delivering those measurements: [...]
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IN Analytics / Brightmetrics / Data Analytics / CEO / Contact Center Manager / Employee Productivity / Customer Satisfaction / Customer Success / On Demand Reporting / Data Visualization / Call Center / Small Medium Business / Business Intelligence / Call Center Analytics / Mitel / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / UCaaS

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