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 […]
So, you’ve probably heard of the term gamification- but what does that even really mean? Or most importantly, how could it actually be useful in your contact center? In the video below, we answer those questions and more. Take a look! 👀 Don’t have headphones to listen to the video? Take a few […]
A couple weeks ago, we talked about wrapping up the year and setting up your agents with their own dashboards to help them manage themselves. This week, we’re diving into a related common topic that becomes a part of wrapping up your year: Annual Reviews! Now, why are they important? One reason that reviews […]
As the end of the year approaches, right now is the perfect time to thoroughly and thoughtfully think about new year’s goals. Some people like to focus on personal goals. You might be interested in checking Instagram 16 instead of 20 times a day, or starting an intense yoga class at 5 am, or even […]