3 Sure Ways to Exceed Customer Expectations in 2021
January 22, 2021 by Amanda Davis

3 Sure Ways to Exceed Customer Expectations in 2021

2020 was, well, quite a year. Living through a pandemic for the past several months (feels like an eternity) has been hard on us all. Many of us had to quickly pivot the way we were doing business and develop what is now, our new, more flexible, business-as-usual. While we all continue to [...]
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5 Steps to Mastering Scheduled Reports for Your Contact Center
October 23, 2020 by Andrea Wagner

5 Steps to Mastering Scheduled Reports for Your Contact Center

Every role in an organization that is dependent on customer interactions can benefit from well-developed scheduled reports for their contact center data. Brightmetrics™ makes scheduling the delivery of unique reporting and dashboards incredibly easy. We’ve narrowed down the 5 key steps to [...]
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Build vs. Buy Contact Center Analytics: What is the Real Cost?
September 25, 2020 by Matt Beatty

Build vs. Buy Contact Center Analytics: What is the Real Cost?

Professional sports has become one of the most data-driven industries in the world. If you’re new to this idea, or maybe looking for great stuck-at-home entertainment, watch Moneyball or head over to https://sabr.org/sabermetrics and dive in.
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Are QBRs Enough in the 2020s?
February 06, 2020 by Matt Beatty

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.
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Brightmetrics Genesys Cloud Analytics and REAL TIME Dashboard Services
June 11, 2019 by Matt Beatty

Brightmetrics Genesys Cloud 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.
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Why Are We Flexing About Security?
March 14, 2019 by Nancy Chavez

Why Are We Flexing About Security?

When we hear people talk about healthy, long-lasting relationships, we hear words like trust and security. Here at Brightmetrics™, we strive to have that kind of relationship with our users. Unfortunately, in this relationship, we can’t provide coffee dates, long walks on the beach, or [...]
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Find Your Best Metrics for Agent Productivity
February 21, 2019 by Matt Beatty

Find Your Best Metrics for Agent Productivity

So, I’m no psychic, but I think I know why you’re here… You caught our first post (and video!) on gamification: Motivate Your Call Center Team with Gamification.
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TMI Much? Not with Brightmetrics™
October 23, 2018 by Matt Beatty

TMI Much? Not with Brightmetrics™

Managing others can be stressful. Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).  
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Top 10 REAL TIME Analytics™ Charts Your Team Will Use Everyday
August 30, 2018 by Matt Beatty

Top 10 REAL TIME Analytics™ Charts Your Team Will Use Everyday

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 being made, when [...]
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Top 4 ECC Charts Any Contact Center Can Benefit From
August 01, 2018 by Matt Beatty

Top 4 ECC Charts Any Contact Center Can Benefit From

There are so many things to worry about in the workplace. For example, wondering who took the last of the coffee without making another batch is a common one we experience here in our office.
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