June 25, 2020 4:10:58 PM PDT 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

February 6, 2020 2:20:12 PM PST 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 9, 2020 3:13:36 PM PST 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 5, 2019 10:10:15 AM PST 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 / PureCloud / Genesys Phone Data / data analysis / Data visualization / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

July 12, 2019 4:58:01 PM PDT 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 / Data Visualization / Call Center / Business Intelligence / business decisions / Call Center Analytics / Content / Call Center Management / agent performance

April 25, 2019 1:47:04 PM PDT 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 3, 2019 9:48:22 AM PDT 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 9, 2019 4:53:14 PM PST 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

December 4, 2018 3:44:24 PM PST by Matt Beatty

New Year, New Agent Goals

As the end of the year approaches, right now is the perfect time to thoroughly and thoughtfully think about new year’s goals. Some people like to focus on personal goals. You might be interested in checking Instagram 16 instead of 20 times a day, or starting an intense yoga class at 5 am, [...]
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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

November 16, 2018 9:54:14 AM PST by Nancy Chavez

Thankful for Pumpkin Pie, Eggnog, and You!

As the temperature begins to drop and the holidays approach, we’d like to take this time to reflect on another great year! Brightmetrics truly is the company that we are today because of our wonderful team. We are constantly striving to deliver the best reporting, business insights, and [...]
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IN brightmetrics / Updates / News / Contact Center Insights / Contact Center Analytics / ShoreTel / Customers / business intelligence / Data Visualization

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