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 […]
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 […]
Wait, what? 😳 Why would London be calling (over and over and over)? Is it another call to order a new bass? Nope, we’re not talking like “the show’s a wrap”, we’re talking Wrap as in all those productive activities your agents do after their live engagement with the customer. We’re going to […]
You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting” 😂 (sorry… a little bit 🤷🏻♂️). Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) […]
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 […]
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 […]
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 […]
Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear objective 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 […]
We’re always humbled by the amount of trust that our customers have in us and the services delivered through Brightmetrics. In the end, they are the heroes and we’ve become one of the tools they leverage to deliver another level of service and productivity. Because of this, we were especially excited when we found […]
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 […]