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 […]
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 […]
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 […]
Having information in real time really makes a difference. My favorite example of this is when I order a pizza and I’m given the ability to see in what stage it’s at at any given moment. I love when I’m able to view a single pane of glass that shows me when my pizza is […]
With Summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals are rapidly dispatched to restore your ideal environment! […]
Here at Brightmetrics, we’re often asked, “What are the top charts that any organization could benefit from?” And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various industries with ranging company sizes, it’s […]
Wait, what? 😳 Why would London be calling (over and over and over)? Is it another call to order a new bass? Nope, we’re not talking like “the show’s a wrap”, we’re talking Wrap as in all those productive activities your agents do after their live engagement with the customer. We’re going to […]
You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting” 😂 (sorry… a little bit 🤷🏻♂️). Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) […]
Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is vital to delivering effective, efficient, and reliably delightful interactions with their patients. The Problem: […]
Within the past decade, the US healthcare industry has shifted in ways that empower consumers with many choices when it comes to their healthcare providers. This has increased the emphasis on providing excellent customer service as a way to differentiate. Regardless of the type of contact or the service being provided, the goal for many […]