Contact Center Insights Archives - Page 2 of 2 - Brightmetrics

3 Sure Ways to Exceed Customer Expectations in 2021

2020 was, well, quite a year. Living through a pandemic for the past several months (feels like an eternity) has been hard on us all. Many of us had to quickly pivot the way we were doing business and develop what is now, our new, more flexible, business-as-usual. While we all continue to adapt, one thing remains constant – our want, or rather, need for immediate gratification.

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Build vs. Buy Contact Center Analytics: What is the Real Cost?

We don’t have to convince the dedicated operators of the contact center. They know they’ve spent hours, maybe days agonizing at their desks pulling together data from customer interactions, extracting it into Excel, merging, “vlookup”ing, pivoting to get business insights, and pulling it all together into a presentable format to give to leadership. The native reports and dashboards can’t get you what you need.

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Analytics and Dashboards Released for Mitel MiContact Center Business

Whether you are a Mitel MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…we’ve got fantastic news for all of you!

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Call center agent at his desk

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. While you may have encountered some […]

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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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Simplify Your Genesys Cloud Reporting With Brightmetrics

The Genesys Cloud (formerly PureCloud) scene is growing like crazy! They’ve continued to earn their place as a leader in the Contact Center as a Service (CCaaS) landscape and regularly appear in Gartner’s CCaaS Magic Quadrant. However, among the superlative reviews, there is one consistent theme: can Genesy Cloud reporting be customized? With the Genesys […]

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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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Maximize Call Center Performance With Gamification

You’ve made it to the third installment of our gamification series! We hope you are as excited as we are about implementing this in your call center. But, before you get started, let’s discuss how to keep your gamification program running like a well-oiled machine consistently over a long period of time. If you’ve been […]

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3 Steps To Motivate Your Call Center With Gamification

You’ve probably heard the term gamification. But what does gamification really mean? Or most importantly, how could it actually be useful in the call center?   Find the answers to these questions and more in the video below. Take a look!     Gamification Defined Some people think of gimmicks with the term “gamification” like […]

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