The Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool.   Why do we feel so strongly about this? Well, here’s just a few examples where native reports fall short: The single-point-in-time snapshots […]

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A Year in Review: 2019

  As we break out the 🍾 to usher in the next decade (hello 2020s!), we’re going to take a minute to reflect on 2019. 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 […]

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Customer Spotlight on A.B. May

With Summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals are rapidly dispatched to restore your ideal environment! […]

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But Really, How Do I Build that Agent % Available vs % Calls Answered Already???

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) […]

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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]   via GIPHY   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 […]

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Brightmetrics Real Time Dashboard Overview

Monitor Real Time Data as it Happens! Brightmetrics ShoreTel Real Time Dashboards give you the analytics your team needs to impact the customer experience and shape business outcomes as they occur.  Monitor call center metrics in real time to enable optimal call center agent performance, adjust resources as call volume fluctuates and fix potential customer […]

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Brightmetrics vs. ShoreTel Reporting

Contact center managers with ShoreTel phone systems and Enterprise Contact Center know they need to make data-driven decisions but have found that getting to the data to discover insights can be incredibly difficult. For that reason, Brightmetrics developed the Enterprise Contact Center (ECC) Analytics add-on service. We wanted to develop a service that democratized access […]

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Scheduling ShoreTel Reports in Brightmetrics

The Secrets to Mastering Scheduled Reports

Almost every role in an organization that is dependent on customer communication can benefit from well-developed scheduled reports for their ShoreTel phone data. Brightmetrics makes scheduling the delivery of unique reporting and dashboards incredibly easy. However, there are some secrets to building the best reports for your organization that can maximize the value and business […]

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Solving Small and Medium Business Problems With Your ShoreTel Phone Analytics

  Running an SMB comes with unique challenges that are often overlooked by vendors designing solutions for larger scale. Take, for example, your business phone system. Your ShoreTel phone system is the most common point of contact for your customers. There are opportunities to leverage a ton of data about your customer experience, your employee […]

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