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 […]
As we break out to usher in the next decade (hello the 2020s!), we’re going to take a minute to reflect on our year. You might have missed some of these announcements, but this was a big year for Brightmetrics™! We were busy extending our services to new platforms, releasing significant enhancements, and adding talented […]
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 […]
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 […]
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 […]
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 […]
Creating your own call center agent gamification program can feel like a stressful, daunting task. However, we are here to tell you that it doesn’t have to be awful. It’ll take a little bit of time, but the outcome will be more than useful in teaching your team how to better work towards their performance […]
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 […]