March 14, 2019 9:55:59 AM PDT by Nancy Chavez

Why Are We Flexing About Security?

When we hear people talk about healthy, long-lasting relationships, we hear words like trust and security. Here at Brightmetrics, we strive to have that kind of relationship with our users. Unfortunately, in this relationship, we can’t provide coffee dates, long walks on the beach, or [...]
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IN brightmetrics / Security / data / Privacy / Customers / business intelligence / Call Center / Call Center Data / General / Learning Brightmetrics

October 26, 2017 2:08:03 PM PDT by Brightmetrics Team

Why You Need Analytics for Your Mitel (ShoreTel) Phone, Not Just Reporting

 “What is the difference between reporting and analytics?” That’s one of the most common questions we field here at Brightmetrics. It’s a difficult question to answer because of the overlap between data and analytics. The way we look at it, reporting is a subset of analytics. You can’t [...]
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IN Analytics / brightmetrics / data / data analysis / business intelligence / Data visualization / business decisions / Call Center Analytics / Call Center Data / Call Center Management

October 12, 2017 11:00:21 AM PDT by Matt Beatty

Brightmetrics vs. Mitel (ShoreTel) Reporting

Contact center managers with Mitel (ShoreTel) phone systems and Enterprise Contact Center know they need to make data-driven decisions but have found that getting to the data to discover insights can be incredibly difficult. For that reason, Brightmetrics developed the Enterprise Contact [...]
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IN Data Analytics / Enterprise Contact Center / ShoreTel / ShoreTel Reporting / data / data analysis / Data visualization / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Management

April 12, 2017 12:55:34 AM PDT by Brightmetrics Team

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement 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 penalties [...]
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IN Analytics / Updates / data / SLA

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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