Its easier than ever to create custom reports on PureCloud! The Genesys PureCloud scene is growing like crazy! They’ve continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the Gartner CCaaS Magic Quadrant! Among the superlative […]
The top 3 things you should be taking advantage of with our new user interface. We didn’t upgrade our user interface for us, we did it for you, the customer. And we want to make sure you’re getting the full experience of Radiance and all it has to offer. Yes, it’s sleeker, more modern, and […]
Your Brilliant Customer Engagement Insights Delivered in a Visually Stunning and Intuitively Flexible Way… If you’re a customer with Brightmetrics, you know that we’ve been serving up valuable insights into how your team is delivering service and care in their connected moments with your customers for almost 10 years. Over time, you’ve seen us […]
Thresholds, what are they and why do they matter to contact centers? If you said, “thresholds are a strip of wood, metal or stone forming the bottom of a doorway”, well…. you’d technically be right, but I’m not talking about that kind of threshold. No, I’m talking about time (or count) thresholds as […]
It’s been a little while since we’ve dropped something big, but it isn’t because the Brightmetrics team has been working on our summer tans. We’ve been busy preparing the next generation of democratized customer engagement insights: Coming to Brightmetrics users over the next few weeks: “Radiance” new user interface! Available now: Services for the […]
When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of basic metrics that help you make data-driven decisions, but the way that data is presented doesn’t always make sense. After all, what good […]
We’re finishing up our gamification series and frankly shocked we’ve broken through your feed of Final Four coverage and MLB season-opening prognostications! 😳 If you’ve been with us over the past several weeks, we started out on a 3 part series: On our first blog, we talked about what you need to start your […]
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 […]
So, I’m no psychic, but I think I know why you’re here… You caught our first post (and video!) on gamification: Motivate Your Call Center Team with Gamification Doesn’t ring a bell? No worries! You can always reference that blog to learn about what gamification really means and how you can leverage it in […]
When it comes to contact centers and data, most everyone knows what a Key Performance Indicator (KPI) is. A lot of us get printouts and have people working on creating these to give us a pulse on critical areas within our business. But some may be less familiar with a KRI. A KRI is a […]