As likely as not, when you hear the term “Communications Platform as a Service,” or “CPaaS,” chances are the first thing that pops to mind is “SMS.” Perhaps rightly so—messaging…
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Steve Hamrick, VP of product management at Slack, likes to say that app utilization, an oft-sought-after goal, is not a surrogate for business value. In this episode, he shares his thoughts on how to fully incorporate Slack into a digital workplace initiative and deliver on key business success metrics.
A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.
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Join CEOs from Metrigy and IntelePeer to learn about what the contact center of the future looks like, and how you can start planning for it today.
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Metrigy’s Irwin Lazar takes us inside the MetriStar program and shares which providers have earned Top Provider Awards, based on customer sentiment scores and customer business success.
When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should…
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The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes…
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Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.
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Even as companies settle into the workplace decisions they’ve made for today’s post-pandemic realities, IT leaders must continue assessing whether they’ve got the optimal mix of communications and collaboration tools…
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Research and advisory firm Metrigy announced winners of its 2023 Workplace Collaboration MetriStar program in eight key technology areas driving successful employee interactions.
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