September 25, 2020 by Matt Beatty

Build vs. Buy Contact Center Analytics: What is the Real Cost?

Professional sports has become one of the most data-driven industries in the world. If you’re new to this idea, or maybe looking for great stuck-at-home entertainment, watch Moneyball or head over to and dive in.
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Reports / Collecting Data / Contact Center Insights / CEO / Contact Center Manager / Data Tracking / Genesys / Data Analysis / Software Development / Data Visualization / Business Intelligence / Call Center Analytics / Mitel / Contact Center Management

August 06, 2020 by Matt Beatty

Brightmetrics™ Analytics and Dashboards Released for MiContact Center Business

  Whether you are a MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…
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IN Updates / News / Data Analytics / Reports / Contact Center Insights / Contact Center Manager / New Features / Customer Success / Product Development / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel

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 / Updates / Reports / Calls Transferred / Call Center Tricks / Agent Productivity / Customers / Data Visualization / Call Center / Call Center Data / Content


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