Differences in agent performance can negatively impact customer ratings, but AI can help identify and guide low performers on how to improve.
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Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.
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Key among requirements is ensuring that meeting spaces are built with flexibility in mind.
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Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.
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In the ever-evolving world of customer experience (CX), the human element remains paramount.
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Metrigy’s MetriRank study evaluates leading CCaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.
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In this episode, Metrigy’s Diane Myers, senior research director, walks us through the just released 2025 CCaaS MetriRank, our third-annual ranking of top providers offering cloud contact center.
For contact center infrastructure, the adoption trend has long been away from on-premises systems or private hosted platforms and toward cloud-based applications. But still today, only 34% of contact center…
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In the dynamic world of customer experience (CX), keeping agents engaged, efficient, and effective is a constant challenge.
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