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Experience as a Service With Genesys Cloud

Are you offering a simple point of contact for your organization, or are you crafting a complete experience? Is the team that answers the phone, emails, and chats from your customers an inevitable necessity and cost center? Or do you see these moments of interaction as opportunities to strengthen the customer journey and build an […]

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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 are just a few examples where native reports fall short: The single-point-in-time snapshots […]

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Why Try The New Brightmetrics Radiance 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 generally more appealing to the eye, but this update comes with more than just an […]

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What Are Thresholds and Why Do They Matter To Call 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 we’re not talking about that kind of threshold.   No, we’re talking about time (or count) thresholds as they relate to inbound calls in your call center. These are pre-planned values […]

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