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

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A Year in Review: 2019

  As we break out the 🍾 to usher in the next decade (hello 2020s!), we’re going to take a minute to reflect on 2019. 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 […]

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Custom PureCloud Reports Simplified: Brightmetrics is a Premium App!

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 […]

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Why Try The New Brightmetrics Radiance Experience?

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 […]

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Brightmetrics Release: Radiance Experience

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 […]

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What’s Your Threshold?

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 […]

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Brightmetrics PureCloud Analytics and Real Time Dashboard Services

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 […]

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Let’s Talk about Why You Should Say “Cheers to Another Year” 🍾 🥂 🎉

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 […]

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