Why Are We Flexing About Security? 💪

When we hear people talk about healthy, long-lasting relationships, we hear words like trust and security. Here at Brightmetrics, we strive to have that kind of relationship with our users. Unfortunately, in this relationship, we can’t provide coffee dates, long walks on the beach, or late nights watching Netflix.   But what we can do […]

Read More

Why You Need Analytics for Your ShoreTel Phone, Not Just Reporting

 “What is the difference between reporting and analytics?” That’s one of the most common questions we field here at Brightmetrics. It’s a difficult question to answer because of the overlap between data and analytics. The way we look at it, reporting is a subset of analytics. You can’t really have analytics without reporting, but analytics […]

Read More

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 […]

Read More
Setting the right SLA for contact centers

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement is imperative for your organization in order to achieve maximum customer service satisfaction while following budgetary restrictions and setting achievable goals for your call center agents. Sometimes there are immediate, direct fiscal penalties for breach in contractually obligated SLAs; other times the business impact of poor experiences is not […]

Read More

Odd Places to Find Valuable Data

It’s amazing what you can do with data when you start collecting it. Start off collecting data for one reason and you may find yourself using it for any number of reasons in the future. There are many examples of this to be found on the Internet. As I’ve discussed previously (What Makes Google so […]

Read More