January 09, 2020 by Matt Beatty

The Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool.
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IN Analytics / Brightmetrics / Data Analytics / ShoreTel Reporting / Call Center Tricks / Data Visualization / Business Intelligence

December 18, 2019 by Matt Beatty

A Year in Review: 2019

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IN Analytics / Brightmetrics / Updates / News / Data Analytics / CEO / ShoreTel Reporting / New Features / User Interface / Customers / Discussion / Product Development / PureCloud

June 28, 2018 by Matt Beatty

Customer Spotlight on A.B. May

With Summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals [...]
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IN Brightmetrics / Updates / Collecting Data / Success Spotlight / Case Study / ShoreTel Reporting / Customer Success / Customers / Business Decisions / Content / Agent Performance

May 24, 2018 by Matt Beatty

But Really, How Do I Build that Agent % Available vs % Calls Answered Already?

You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting”. Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) video from our [...]
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IN Analytics / ShoreTel Reporting / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Business Intelligence / Business Decisions / Agent Performance

March 01, 2018 by Matt Beatty

So, Where Do I Start?

At first glance, it can be a little overwhelming to understand and manage the dashboards and reporting features in Brightmetrics.
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IN Analytics / Brightmetrics / Updates / News / ShoreTel Reporting / Data Visualization / Business Intelligence / Business Decisions / Call Center Analytics / Call Center Data / Call Center Management / Learning Brightmetrics

November 09, 2017 by Brightmetrics Team

Brightmetrics Real Time Dashboard Overview

Monitor Real Time Data as it Happens! Brightmetrics ShoreTel Real Time Dashboards give you the analytics your team needs to impact the customer experience and shape business outcomes as they occur.  Monitor contact center metrics in real time to enable optimal contact center agent [...]
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IN Brightmetrics / ShoreTel Reporting / Business Intelligence

October 12, 2017 by Matt Beatty

Brightmetrics vs. Mitel (ShoreTel) Reporting

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 [...]
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IN Data Analytics / Enterprise Contact Center / ShoreTel / ShoreTel Reporting / Data / Data Analysis / Data Visualization / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Management

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 Data Analytics / Collecting Data / ShoreTel Reporting / Business Intelligence / Automated ShoreTel Reports / Scheduling Data

August 13, 2017 by Andrea Wagner

Solving Small and Medium Business Problems With Your Mitel (ShoreTel) Phone Analytics

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IN Brightmetrics / SMB / ShoreTel / ShoreTel Reporting / Phone Analytics / Small Medium Business / Business Intelligence


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