Blog - Page 4 of 5 - Brightmetrics

Forget Your Native Reporting Tool, 5 Reasons to Make the Switch

Does your current contact center analytics platform make your customer data completely accessible to you and your team? Does it also offer you the control and flexibility to slice and dice that data, diving deeper into your customer engagement reports?  

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3 Sure Ways to Exceed Customer Expectations in 2021

2020 was, well, quite a year. Living through a pandemic for the past several months (feels like an eternity) has been hard on us all. Many of us had to quickly pivot the way we were doing business and develop what is now, our new, more flexible, business-as-usual. While we all continue to adapt, one thing remains constant – our want, or rather, need for immediate gratification.

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Our Top 10 Wins From 2020

Last year at this time, the Brightmetrics team didn’t have even the slightest idea what 2020 would bring. Many of us were excited for the turn of the decade, optimistic about new adventures and experiences to come. And then quite suddenly, all of our lives drastically changed in a matter of weeks, and things haven’t really been the same since.

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5 Steps to Mastering Scheduled Reports for Your Contact Center

Every role in an organization that is dependent on customer interactions can benefit from well-developed scheduled reports for their contact center data. Brightmetrics™ makes scheduling the delivery of unique reporting and dashboards incredibly easy. We’ve narrowed down the 5 key steps to building the best reports for your organization that can maximize the value and business insights for many different stakeholders in different areas, and certainly for key decision-makers.

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Build vs. Buy Contact Center Analytics: What is the Real Cost?

We don’t have to convince the dedicated operators of the contact center. They know they’ve spent hours, maybe days agonizing at their desks pulling together data from customer interactions, extracting it into Excel, merging, “vlookup”ing, pivoting to get business insights, and pulling it all together into a presentable format to give to leadership. The native reports and dashboards can’t get you what you need.

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Analytics and Dashboards Released for Mitel MiContact Center Business

Whether you are a Mitel MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…we’ve got fantastic news for all of you!

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How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. While you may have encountered some […]

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Our Partners at Mitel Begin the Year With a Fresh Mindset

A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation bases in the world!   […]

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Are Quarterly Business Reviews Enough in the 2020s?

There has to be a better way to build trust through transparency with your customers, right? If you’re waiting over 90 days to evaluate your team’s performance to Service Level Agreements (SLAs) in your Quarterly Business Reviews, then you’re right. There is a better way. A few decades ago (I’ll look forward to the age […]

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