Setting the right SLA for contact centers

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement is imperative for your organization in order to achieve maximum customer service satisfaction while following budgetary restrictions and setting achievable goals for your call center agents. Sometimes there are immediate, direct fiscal penalties for breach in contractually obligated SLAs; other times the business impact of poor experiences is not […]

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Brightmetrics ShoreTel Phone Analytics

Make Informed In-the-Moment Decisions with Real Time Analytics

“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: historical reports and an add-on service module of Real […]

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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 and easier to upgrade. Using a cloud solution also allows small […]

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