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 anomalies. When planning […]

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A Brightmetrics Summer: Warm Weather, Beach Trips, and Mid-Year Reviews

Let’s set the scene. It’s a beautiful summer day. ☀ The sun is shining; the bees are buzzing. Any given day in July has the opportunity to be fantastic. Not only is this a great month for beach trips, great weather, and tanning (or getting sunburnt); July is an opportunity to take stock and regroup […]

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The Top 6 Charts Any Organization Can Benefit From

Here at Brightmetrics, we’re often asked, “What are the top charts that any organization could benefit from?” And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various industries with ranging company sizes, it’s […]

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Using Wrap Codes for a Refined Customer Experience

When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital.   If your organization is running the Mitel MiVoice Connect Contact Center (formerly ShoreTel ECC), then using wrap codes to identify call types makes a granular level of clarity possible for the agent, their […]

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New Feature Release: Staff Forecasting

I think it’s safe to say that most workspaces that deliver customer service are busy… Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.   Another interesting point to ponder is that there is a strong correlation between […]

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Let’s Talk Balancing Staffing Levels

It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?”   What about when the employees at the DMV are severely […]

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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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