August 03, 2020 by Amanda Davis

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]
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IN Genesys Cloud / Radiance / Contact Center Insights / Call Center Agent Performance / Business Insights / Contact Center Manager / New Features / Genesys / Data Visualization / Business Intelligence / Call Center Management / Call Center Staffing / Contact Center

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 / Updates / News / Customer Experience / New Features / Customers / Data Visualization / Product Development / Call Center Data / Mitel / Contact Center

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 Analytics / Brightmetrics / Updates / Data Analytics / Data Visualization / Discussion / Business Intelligence

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 Analytics / Brightmetrics / Data Analytics / ShoreTel Reporting / Call Center Tricks / Data Visualization / Business Intelligence

November 05, 2019 by Matt Beatty

Custom Genesys Cloud Reports Simplified: Brightmetrics is a Premium App!

It's easier than ever to create custom reports on Genesys Cloud! The Genesys Cloud (PureCloud) scene is growing like crazy! They've continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the [...]
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IN Analytics / Updates / News / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Genesys Phone Data / Data Analysis / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

July 12, 2019 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 / Call Center / Business Intelligence / Business Decisions / Call Center Analytics / Content / Call Center Management / Agent Performance

June 11, 2019 by Matt Beatty

Brightmetrics PureCloud 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 Analytics / Brightmetrics / Updates / News / Genesys Phone Data / New Features / Customers / Data Visualization / Call Center / Product Development / Business Intelligence / General

April 25, 2019 by Matt Beatty

Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of basic metrics that help you make data-driven decisions, but the way that data is presented doesn't always make [...]
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IN Analytics / Updates / Data Analytics / Genesys Phone Data / Call Center Tricks / Data Analysis / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Business Decisions / Contact Center Management / Contact Center

April 03, 2019 by Matt Beatty

Scoreboard! Maximizing Team Performance with Gamification

We’re finishing up our gamification series and frankly shocked we've broken through your feed of Final Four coverage and MLB season-opening prognostications!
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IN Brightmetrics / Updates / Data Analytics / Collecting Data / Call Center Tricks / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Business Decisions / Call Center Analytics / Agent Performance

January 09, 2019 by Matt Beatty

Motivate Your Call Center Team with Gamification

So, you’ve probably heard of the term gamification - but what does that really mean? Or most importantly, how could it actually be useful in your contact center? In the video below, we answer those questions and more. Take a look! 
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IN Brightmetrics / Updates / Data Analytics / Collecting Data / Call Center Tricks / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Business Decisions / Call Center Analytics / Agent Performance

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