May 09, 2018 by Matt Beatty

Let's Talk Balancing Staffing Levels

It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?”
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IN Brightmetrics / Data Analytics / Staffing Levels / Employee Productivity / Call Center Tricks / On Demand Reporting / Call Center / Business Intelligence

September 21, 2017 by Andrea Wagner

The Secrets to Mastering Scheduled Reports

Almost every role in an organization that is dependent on customer communication can benefit from well-developed scheduled reports for their Mitel (ShoreTel) phone data. Brightmetrics makes scheduling the delivery of unique reporting and dashboards incredibly easy. However, there are some [...]
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IN Brightmetrics / Data Analytics / Enterprise Contact Center / Collecting Data / ShoreTel / Employee Productivity / ShoreTel Reporting / On Demand Reporting / Call Center / Scheduled Reports / Business Intelligence / Call Center Data / Mitel / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Contact Center Team

March 23, 2017 by Jim Lewis

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Employee Productivity / Data / ShoreTel Phone Data / Business Intelligence / Call Center Data / Call Center Management / Call Center Staffing / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Employee Engagement

February 16, 2017 by Jim Lewis

The Holy Grail of Contact Center Analytics

Contact center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Contact Center Manager / Employee Productivity / Customer Satisfaction / Agent Productivity / Customer Success / Phone Analytics / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / SaaS / Contact Center / Contact Center Reporting Solutions / UCaaS / Customer Service Representative

January 24, 2017 by Matt Beatty

Make Informed In-the-Moment Decisions with REAL TIME Analytics™

“What gets managed gets improved.” – Peter Drucker This is a reality in all facets of business, and especially when it comes to the most common point of contact you have with your customers: your business phone system. Brightmetrics has two options for delivering those measurements: [...]
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IN Analytics / Brightmetrics / Data Analytics / CEO / Contact Center Manager / Employee Productivity / Customer Satisfaction / Customer Success / On Demand Reporting / Data Visualization / Call Center / Small Medium Business / Business Intelligence / Call Center Analytics / Mitel / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / UCaaS

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