Critical as they are to a contact center operation and, ultimately, an organization’s ability to deliver on customer experience goals, supervisors haven’t necessarily received the same level of attention as…
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A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey.
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Certainly, to nobody’s surprise, artificial intelligence (AI) dominated last week’s Enterprise Connect 2024 event, from presentations on the keynote stage to demos on the expo floor.
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Gathering and analyzing collaboration data helps companies guide employees on best behaviors, and more.
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Understanding the impact of artificial intelligence (AI) on the agent workforce has been and continues to be a challenge for many contact center managers and CX leaders.
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AI meeting assistants are packed with powerful features to improve employee productivity and meeting workflows. So, which AI tool is best for your organization?
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Metrigy CEO Robin Gareiss provides a quick peek at what you’ll learn in her sessions on agent assist and AI-fueled job shifting, and shares advice on what CX leaders need to ask their vendors down on the show floor.
Nearly half of the 697 companies that participated in Metrigy’s recent study on artificial intelligence already are using AI for customer interactions, with an additional 33% planning for adoption this…
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Enterprise Connect, the annual rite of spring for the enterprise communications, collaboration, and CX industries, is fast-approaching. As always, Metrigy analysts Robin Gareiss, Irwin Lazar, Diane Myers, and Beth Schultz…
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The collaboration industry is closely watching appetite to pay for generative AI – and Metrigy’s research has shown how willing and how much companies are ready to spend.
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