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 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 […]

Read More

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 […]

Read More

Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What are We Gonna Do?

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? […]

Read More

So, Where Do I Start?

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 […]

Read More

Brightmetrics Core Analytics Overview Video

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 […]

Read More

Maintaining Communication with Your Community in Crisis

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 […]

Read More

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

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: […]

Read More

Spotlight on Healthcare: Set Achievable Goals with Brightmetrics

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 […]

Read More
Page 1 of 912345...Last »