Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter's baritone), you can always watch it here.

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 [...]

Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key contact center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, [...]

If you use Brightmetrics Core UC Analytics Service to derive valuable business insights from your Mitel (ShoreTel) business phones, you’re already a believer in empowering your team with data perspectives that are tailored and unique to your organization. Contact center management and [...]

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 [...]