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…

There are so many things to worry about in the workplace. For example, wondering who took the last of the coffee without making another batch is a common one we experience here in our office.

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what ShoreTel delivers in their native reporting and even their add-on applications.  

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 [...]

Great things seem to come in pairs: peanut butter and jelly, paper and pen, Batman and Robin, bacon and… anything. Call center management is no different. When it comes to successfully managing a call center, one of the most important ways to increase the effectiveness of your business [...]

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 [...]