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

August 21, 2012 by Andrew Gaskill

Brightmetrics™ Top 10 Charts

Charts and dashboards are great for identifying trends and anomalies over a fixed set of criteria. For example, seeing the call volume of a small department of users.   But what happens if that set of criteria needs to fluctuate, or if it is not such a small set of users you need to [...]
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IN Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Dashboard / CEO / New Features / Data / Phone Analytics / Software Development / Data Visualization / Call Center / Product Development / Call Center Data / SaaS / Contact Center Management / Contact Center Team

March 08, 2011 by Andrew Gaskill

How Brightmetrics™ Handles Security in our SaaS Product

These days small to mid-sized businesses are turning more and more often to Software as a Service (Saas) or cloud solutions like Brightmetric's Executive Support System (ESS). When compared to in-house solutions, cloud solutions tend to be more cost-effective, quicker and easier to setup [...]
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IN Genesys Cloud / Collecting Data / Data Security / Dashboard / CEO / ShoreTel / ShoreTel Reporting / Data / Data Tracking / Phone Analytics / Privacy / Software Development / Data Visualization / Product Development / Small Medium Business / Call Center Analytics / Mitel / ShoreTel Contact Center Data / SaaS

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