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 […]
Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter’s baritone), you can always watch it here. Now you’re curious… just how do I monitor my Average Queue time, my Average Abandoned Calls Queue times, and my Abandonment Rate? […]
We’ve all been there… For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer. On the 3rd minute of being on hold, I start thinking about all the things I’d rather be doing like sleeping or binging […]
At first glance, it can be a little overwhelming to understand and manage the dashboards and reporting features in Brightmetrics. [Me on login #1] Source: https://media.giphy.com/media/5aLrlDiJPMPFS/giphy.gif Fortunately, getting started is easy. Watch this quick video or read below to find out how. Not a video person and you’d rather skim? Here’s what you […]
Watch this short video to find out how Brightmetrics Core UC Analytics can leverage your phone system data into easily readable metrics that lead to better business decisions! Brightmetrics Core UC Analytics delivers the full breadth of data and analytics necessary to make informed business decisions. Brightmetrics takes complex data from your phone […]
In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were emergency responders, volunteers, and shelters imperative, but it became apparent that their internal and […]
Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is vital to delivering effective, efficient, and reliably delightful interactions with their patients. The Problem: […]
Within the past decade, the US healthcare industry has shifted in ways that empower consumers with many choices when it comes to their healthcare providers. This has increased the emphasis on providing excellent customer service as a way to differentiate. Regardless of the type of contact or the service being provided, the goal for many […]