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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Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group–and share in our big round of applause to all winners!
Here at Metrigy, we believe that true success is measured by the voices that matter most: customers. That's why our annual MetriStar Top Provider Award Program is uniquely focused on…
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Most do, but not always with the same level of enthusiasm as businesses, according to Metrigy’s research.
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Within the digital workplace, AI assistance is ready for the taking (with corporate approval, of course). But in a recent study of 503 consumers in North America, Metrigy found that…
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Customer interactions can provide a wealth of insight for companies, yet only half of the 1,104 participating companies in Metrigy’s AI for Business Success 2025-26 research had adopted interaction/conversation analytics…
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