August 03, 2020 by Amanda Davis

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Contact Center Insights / Dashboard / CEO / Call Center Agent Performance / Contact Center Manager / New Features / Genesys / User Interface / Agent Productivity / On Demand Reporting / Data Visualization / Business Intelligence / PureCloud / Mitel / Call Center Management / SaaS / Agent Performance / Call Center Staffing / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Agent Scorecard / Customer Service Representative

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 Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Employee Productivity / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / Call Center Tricks / Genesys / User Interface / Customer Success / Phone Analytics / On Demand Reporting / Data Visualization / Business Intelligence / Mitel / Call Center Management / SaaS / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS / UCaaS / Employee Engagement / Customer Service Representative

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

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

June 11, 2019 by Matt Beatty

Brightmetrics Genesys Cloud Analytics and REAL TIME Dashboard Services

It's been a little while since we've dropped something big, but it isn't because the Brightmetrics™ team has been working on our summer tans.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / New Features / Genesys / User Interface / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Enterprise Call Center / Business Intelligence / PureCloud / Call Center Analytics / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

April 25, 2019 by Matt Beatty

Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of basic metrics that help you make data-driven decisions, but the way that data is presented doesn't always make [...]
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / Dashboard / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / Call Center Tricks / Data / Genesys / User Interface / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Small Medium Business / Business Intelligence / Mitel / Call Centers / Contact Center Management / Contact Center / Call Center Manager / Contact Center Team

December 19, 2018 by Matt Beatty

Let's Talk about Why You Should Say, Cheers to Another Year!

A couple weeks ago, we talked about wrapping up the year and setting up your agents with their own dashboards to help them manage themselves. This week, we’re diving into a related common topic that becomes a part of wrapping up your year.
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Metrics / Customer Experience / ShoreTel / Contact Center Manager / Employee Productivity / Call Center Tricks / User Interface / Agent Productivity / Customer Success / On Demand Reporting / Data Visualization / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Agent Performance / Call Center Staffing / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

August 01, 2018 by Matt Beatty

Top 4 ECC Charts Any Contact Center Can Benefit From

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.
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Collecting Data / Contact Center Insights / Dashboard / Contact Center Analytics / Contact Center Manager / ShoreTel Reporting / Call Center Tricks / User Interface / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Small Medium Business / ShoreTel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Mitel / Call Center Management / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / CCaaS / Employee Engagement

July 19, 2018 by Matt Beatty

How to Create a Chart to Compare Data from 2 Periods of Time

By now, I'm sure you know you can create visualizations on your dashboard charts in Brightmetrics™. Did you know that you could create charts that allow you to see and compare data from 2 periods of time? This is important when you need help drawing out what could be trends, patterns or [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Dashboard / Contact Center Analytics / ShoreTel / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Call Center Tricks / Data / Data Tracking / User Interface / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Call Center Optimization / Contact Center Reporting Solutions

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