The CPaaS MetriRank 2025 report, now available for subscribers of our MetriCast Service, showcases the top 10 CPaaS leaders.
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AI search, AI assistance, and AI tools for keeping content up to date are all essential to knowledge management for CX today.
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For many companies, establishing a strong knowledge management discipline is a critical necessity for moving forward with AI-powered initiatives aimed at assisting contact center agents and facilitating self-service customer interactions.
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Pristine knowledge content is essential for evolving from simple conversational chatbots to fully agentic AI agents that act on customers’ behalf.
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Creating customer profiles gives brands a deep understanding of customers' needs and results in more successful marketing strategies. Here are the steps to get started.
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Too often, knowledge management got short shrift over the years. The result at many companies: a disarray of knowledge sources that couldn’t be relied on to provide consistently accurate and…
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Few, if any customer experience (CX) leaders would argue that being able to use their company’s knowledge content for customer interactions leads to an improved experience for them. But consistently…
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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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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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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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