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

January 22, 2021 by Amanda Davis

3 Sure Ways to Exceed Customer Expectations in 2021

2020 was, well, quite a year. Living through a pandemic for the past several months (feels like an eternity) has been hard on us all. Many of us had to quickly pivot the way we were doing business and develop what is now, our new, more flexible, business-as-usual. While we all continue to [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Dashboard / Staffing Levels / Call Center Agent Performance / Customer Experience / Employee Productivity / Call Center Metrics / Genesys / Agent Productivity / Customer Success / Data Visualization / Enterprise Call Center / Business Intelligence / Call Center Management / Agent Performance / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Employee Engagement / Agent Scorecard / Customer Service Representative

October 23, 2020 by Andrea Wagner

5 Steps to Mastering Scheduled Reports for Your Contact Center

Every role in an organization that is dependent on customer interactions can benefit from well-developed scheduled reports for their contact center data. Brightmetrics™ makes scheduling the delivery of unique reporting and dashboards incredibly easy. We’ve narrowed down the 5 key steps to [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / Email Reports / CEO / Contact Center Analytics / Contact Center Manager / Call Center Metrics / Customer Satisfaction / Genesys / Customer Success / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Experience / Employee Engagement / Customer Service Representative

August 06, 2020 by Matt Beatty

Brightmetrics™ Analytics and Dashboards Released for MiContact Center Business

  Whether you are a MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Call Center Agent Performance / ShoreTel / Contact Center Manager / Call Center Metrics / Call Center Tricks / New Features / Customer Success / On Demand Reporting / Data Visualization / Product Development / Mitel Phone Data / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / SaaS / Call Centers / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS

March 05, 2020 by Matt Beatty

Mitel Begins 2020 with an Exciting Kickoff and Fresh Mindset

A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation base [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / New Features / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel / Contact Center Management / Real Time Reporting / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / Employee Experience

February 06, 2020 by Matt Beatty

Are QBRs Enough in the 2020s?

There has to be a better way to build trust through transparency with your customers, right? If you're waiting over 90 days to review your team's performance to Service Level Agreements (SLAs), then you're right. There is a better way.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Email Reports / Dashboard / CEO / Customer Experience / Contact Center Manager / Employee Productivity / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / Small Medium Business / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / SLA / Contact Center Management / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / CCaaS / UCaaS

January 23, 2020 by Matt Beatty

Brightmetrics™ + Genesys Cloud 2020

Are you offering a simple point of contact for your organization, or are you crafting a complete experience?
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / CEO / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / Genesys / KPI / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Business Intelligence / Call Center Analytics / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Experience / Employee Engagement / Customer Service Representative

January 09, 2020 by Matt Beatty

The Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Employee Productivity / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / Call Center Tricks / Genesys / User Interface / Customer Success / Phone Analytics / On Demand Reporting / Data Visualization / Business Intelligence / Mitel / Call Center Management / SaaS / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Engagement / Customer Service Representative

December 18, 2019 by Matt Beatty

A Year in Review: 2019

 
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Dashboard / CEO / Call Center Agent Performance / Customer Experience / Contact Center Manager / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / New Features / Genesys / User Interface / Agent Productivity / Customer Success / Privacy / Software Development / On Demand Reporting / Data Visualization / Call Center / Product Development / Mitel Phone Data / Small Medium Business / Business Intelligence / PureCloud / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / CCaaS / Employee Experience / Gamification

June 11, 2019 by Matt Beatty

Brightmetrics Genesys Cloud Analytics and REAL TIME Dashboard Services

It's been a little while since we've dropped something big, but it isn't because the Brightmetrics™ team has been working on our summer tans.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / New Features / Genesys / User Interface / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Enterprise Call Center / Business Intelligence / PureCloud / Call Center Analytics / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

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