Are QBRs Enough in the 2020s?

There has to be a better way to build trust through transparency with your customers, right? If you’re waiting over 90 days to review your team’s performance to Service Level Agreements (SLAs), then you’re right. There is a better way.   A few decades ago (I’ll look forward to the age jokes), I managed the […]

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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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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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Scoreboard 🏀! Maximizing Team Performance with Gamification

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 […]

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Motivate Your Call Center Team with Gamification

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 […]

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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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