November 16, 2018 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 Analytics / Brightmetrics / Contact Center Insights / CEO / Contact Center Analytics / SMB / ShoreTel / Contact Center Manager / Employee Productivity / Customer Success / Data Visualization / Call Center / Small Medium Business / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / SaaS / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / UCaaS / Employee Experience

October 23, 2018 by Matt Beatty

TMI Much? Not with Brightmetrics™

Managing others can be stressful. Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).  
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / Genesys / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Employee Experience / Employee Engagement / Customer Service Representative

August 30, 2018 by Matt Beatty

Top 10 REAL TIME Analytics™ Charts Your Team Will Use Everyday

Having information in real time really makes a difference. My favorite example of this is when I order a pizza and I'm given the ability to see in what stage it’s at at any given moment. I love when I'm able to view a single pane of glass that shows me when my pizza is being made, when [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / Dashboard / CEO / Contact Center Manager / Employee Productivity / Call Center Tricks / KPI / Agent Productivity / On Demand Reporting / Data Visualization / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / ShoreTel Contact Center Data / Call Centers / Agent Performance / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Customer Service Representative

July 05, 2018 by Matt Beatty

A Brightmetrics™ Summer: Warm Weather, Beach Trips, and Mid-Year Reviews

Let’s set the scene. It’s a beautiful summer day. The sun is shining; the bees are buzzing. Any given day in July has the opportunity to be fantastic. Not only is this a great month for beach trips, great weather, and tanning (or getting sunburnt); July is an opportunity to take stock and [...]
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / Customer Success / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Mitel / Call Center Management / Contact Center Management / Call Center Agent Skills / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

June 28, 2018 by Matt Beatty

Customer Spotlight On A.B. May

With summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Contact Center Analytics / Contact Center Manager / ShoreTel Reporting / Customer Satisfaction / Customer Success / Phone Analytics / On Demand Reporting / Call Center / Mitel Phone Data / Small Medium Business / Call Center Analytics / Call Center Data / ShoreTel Contact Center Data / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Call Center Case Study / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / UCaaS / Customer Journey / Employee Experience

June 15, 2018 by Matt Beatty

London Calling… Again? Could Wrap Codes Help Answer “Why?”

Wait, what? Why would London be calling (over and over and over)? Is it another call to order a new bass?  
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Analytics / Wrap Codes / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / Call Center Tricks / User Interface / Phone Analytics / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Contact Center Team / Employee Experience / Employee Engagement

May 17, 2018 by Matt Beatty

New Feature Release: Staff Forecasting

I think it's safe to say that most workspaces that deliver customer service are busy... Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Contact Center Manager / Employee Productivity / ShoreTel Reporting / Genesys / Agent Productivity / Customer Success / Phone Analytics / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Call Centers / Agent Performance / Contact Center Management / Contact Center / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Employee Engagement / Customer Service Representative

April 19, 2018 by Matt Beatty

Check Out the Big Transfer Rate On Brad

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics .   
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Dashboard / CEO / Calls Transferred / Contact Center Manager / Call Center Metrics / User Interface / Agent Productivity / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Reporting Solutions / Contact Center Team / Employee Experience

April 12, 2018 by Matt Beatty

Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear metrics to confirm your gut instincts (or maybe show you something that might be obscured)?
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / Dashboard / CEO / Call Center Agent Performance / Calls Transferred / Contact Center Manager / Employee Productivity / Call Center Metrics / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Call Center Data / Mitel / Call Center Management / Call Center Agent Skills / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement

March 01, 2018 by Matt Beatty

So, Where Do I Start?

At first glance, it can be a little overwhelming to understand and manage the dashboards and reporting features in Brightmetrics™.
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Dashboard / CEO / Employee Productivity / ShoreTel Reporting / Customer Satisfaction / Data / User Interface / On Demand Reporting / Data Visualization / Call Center / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Employee Experience / Customer Service Representative

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