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 [...]

“What gets managed gets improved.” – Peter Drucker This is a reality in all facets of business, and especially when it comes to the most common point of contact you have with your customers: your business phone system. Brightmetrics™ has two options for delivering those measurements: [...]