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 https://sabr.org/sabermetrics and dive in.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Collecting Data / Contact Center Insights / Dashboard / CEO / Metrics / Contact Center Manager / Employee Productivity / Data Tracking / Genesys / Software Development / On Demand Reporting / Data Visualization / Call Center / Scheduled Reports / Small Medium Business / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Manager / CCaaS / Employee Experience / Employee Engagement

December 18, 2019 by Matt Beatty

A Year in Review: 2019

 
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Dashboard / CEO / Call Center Agent Performance / Customer Experience / Contact Center Manager / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / New Features / Genesys / User Interface / Agent Productivity / Customer Success / Privacy / Software Development / On Demand Reporting / Data Visualization / Call Center / Product Development / Mitel Phone Data / Small Medium Business / Business Intelligence / PureCloud / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / CCaaS / Employee Experience / Gamification

November 05, 2019 by Matt Beatty

Genesys Cloud Reports Simplified: Brightmetrics™ Is a Premium App

It's easier than ever to create custom reports on Genesys Cloud! The Genesys Cloud (PureCloud) scene is growing like crazy! They've continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Contact Center Insights / Email Reports / Dashboard / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / New Features / Data Tracking / Genesys / Software Development / On Demand Reporting / Data Visualization / Call Center / Product Development / Small Medium Business / Business Intelligence / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team

September 30, 2019 by Matt Beatty

Why Try The New Brightmetrics™ Radiance Experience?

The top 3 things you should be taking advantage of with our new user interface. We didn’t upgrade our user interface for us, we did it for you, the customer. And we want to make sure you’re getting the full experience of Radiance and all it has to offer.
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Radiance / Dashboard / CEO / Contact Center Manager / New Features / Genesys / User Interface / Software Development / Data Visualization / Business Intelligence / PureCloud / Call Center Analytics / Call Center Data / Mitel / SaaS / Call Centers / Contact Center Management / Real Time Reporting / AppFoundry / Employee Experience

July 17, 2019 by Matt Beatty

Brightmetrics™ Release: Radiance Experience

Your Brilliant Customer Engagement Insights Delivered in a Visually Stunning and Intuitively Flexible Way… If you’re a customer with Brightmetrics, you know that we’ve been serving up valuable insights into how your team is delivering service and care in their connected moments with your [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Radiance / Contact Center Insights / Dashboard / Contact Center Manager / Genesys Phone Data / ShoreTel Reporting / Customer Satisfaction / New Features / Data / User Interface / Software Development / Data Visualization / Product Development / Mitel Phone Data / Business Intelligence / PureCloud / Mitel / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Customer Service Representative

September 24, 2018 by Matt Beatty

Reflections on the Rise of AI in Customer Experience

Regardless of whether you’re a Millennial that’s grown up acclimated to Siri ordering your Starbucks for you, or if you’re like me and grew up with some (healthy) suspicion of Skynet, the reality is that AI is busting into the customer experience scene. What's more, it is also likely [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Data / Phone Analytics / Software Development / Data Visualization / Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Call Centers / Contact Center Management / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey

December 07, 2017 by Andrew Gaskill

Brightmetrics™: What Does That Field Mean?

 
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IN Brightmetrics / Data Analytics / Collecting Data / Dashboard / Customer Experience / ShoreTel / Contact Center Manager / ShoreTel Reporting / Data / Data Tracking / Genesys / Customer Success / Software Development / On Demand Reporting / Data Visualization / Mitel Phone Data / Call Center Analytics / Mitel / Call Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Manager

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

June 08, 2010 by Andrew Gaskill

Don't Delude Yourself With Your Own Data

Last week, I wrote about valuing the context of the data you are viewing at least as much, if not more than the content. This is important when you are analyzing the data that other people have put to you and in revealing agendas they may have in the data.   But what about looking at your [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Dashboard / CEO / Data / Phone Analytics / Software Development / Data Visualization / Product Development / Call Center Data / Contact Center Reporting Solutions

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