Check out the Big Transfer Rate on Brad…

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics 🔍.    via GIPHY   The last time we left off, Peter was walking us through how you can use Transfer Rate and Average Handle […]

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Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear metrics to confirm your gut instincts (or maybe show you something that might be obscured)?   Sure, your team comes to work every day, clocks in on time, answer some calls, talks about how their mothers-in-law drive […]

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ECC Insights – Who Does It Better?

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what ShoreTel delivers in their native reporting and even their add-on applications.     Successful contact center operations demand analytics that are accessible. This means that you can manipulate, change the […]

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