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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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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New Year, New Agent Goals 🗒

As the end of the year approaches, right now is the perfect time to thoroughly and thoughtfully think about new year’s goals. Some people like to focus on personal goals. You might be interested in checking Instagram 16 instead of 20 times a day, or starting an intense yoga class at 5 am, or even […]

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Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of standard metrics that help you make data-driven decisions, but sometimes the way they choose to calculate those metrics just don’t align exactly to […]

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