Dashboards Archives - Brightmetrics

May 20, 2022May 20, 2022 by Azure Beatrice

Knowledge Is Power With Call Center Analytics

In a call center, few things are as mission-critical as having adequate information. Being able to understand how each individual, team, product, and channel is performing together at any given point in time helps with agile decision-making and building positive customer experiences. The best way to get the information you need? Call center analytics.

May 12, 2022May 13, 2022 by Peter Hornberger

3 Benefits of Real-Time Analytics in Your Contact Center

If you work as a contact center manager, you probably have experienced the following scenario: You have several agents out on their scheduled lunches when your website experiences an issue and there is a sudden influx of calls. Your agents that are still logged on are managing the influx to the best of their abilities but you are watching calls getting abandoned and wait times climb. It is stressful for everybody involved and you know this situation could quickly escalate and have serious down-the-line consequences.

in Agent Performance / Analytics / Business Intelligence / Data Analytics / Data Visualization / KPIs / Reporting / Updates

March 25, 2022March 31, 2022 by Peter Hornberger

Call Center KPIs: Measuring the Right Metrics

Anyone familiar with call center management knows that keeping a close watch on metrics is a must when running efficient operations. There are dozens of call center Key Performance Indicators (KPIs) that can be tracked but ultimately, it comes down to measuring what is most important to your team and business goals.

February 17, 2022February 18, 2022 by Azure Beatrice

3 Ways To Keep Your Remote Call Center Employees Engaged

Call center managers supporting their team members is more important than ever before. With the great return to the office lagging for many businesses across the country, it’s safe to say that remote work is here to stay, at least for the time being.

in Agent Performance / Analytics / Business Intelligence / Call Center Tricks / Data Visualization / Genesys Cloud / KPIs / Mitel / Reporting / Updates

February 3, 2022February 25, 2022 by Peter Hornberger

Reporting vs Analytics: Their Differences and Importance

When you think of common analytics tools, what first springs to mind? Perhaps, Google Analytics? Good guess. It is a super popular tool. In fact, 29 million sites on the internet use Google Analytics. But, Google Analytics is not an analytics tool but actually a reporting tool. Now you may be thinking…. Is there a difference between reporting and analytics? The answer is YES!

September 15, 2021April 22, 2022 by Leigh McKenney

What is Business Intelligence & Why Does It Matter for Call Centers?

Business intelligence (BI) empowers business users to glean valuable insights from data using agile self-service programs without requiring IT intervention. Understanding your company’s valuable data can take the guesswork out of decision-making, improve coordination between departments, and help align core business initiatives. This article will help you understand the basics of BI and why it needs to be a priority for your organization.

in Analytics / brightmetrics / Business Intelligence / Data Analytics

February 11, 2021March 1, 2022 by Azure Beatrice

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?

in Analytics / brightmetrics / Business Intelligence / Data Analytics / Data Visualization / Genesys Cloud / PureCloud / Reporting / Updates

January 22, 2021February 18, 2022 by Leigh McKenney

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.

in Agent Performance / Analytics / brightmetrics / Customers / Data Analytics / Data Visualization / Genesys Cloud / Updates

August 6, 2020February 18, 2022 by Brightmetrics Team

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!

in Analytics / brightmetrics / Business Intelligence / Data Analytics / Mitel / Reporting / shoretel reporting / Updates

December 18, 2019January 24, 2022 by Azure Beatrice

Our Year in Review: 2019

As we break out to usher in the next decade (hello the 2020s!), we’re going to take a minute to reflect on our year. You might have missed some of these announcements, but this was a big year for Brightmetrics™! We were busy extending our services to new platforms, releasing significant enhancements, and adding talented […]

in Analytics / brightmetrics / CEO / Data Visualization / Genesys Cloud / New Features / News / Partners / Product Development / PureCloud / Reporting / Updates

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