As much as product vendors and service providers like to tout the features and functionalities they offer, real-world impact can be a far more telling indicator of value as companies…
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As companies adopt applications that bring together the tools that allow employees to accomplish, collaborate on, and manage content- and project-related work in a self-contained workspace—a product category Metrigy calls…
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In this webinar, Metrigy’s Beth Schultz, VP of research and principal analyst, will share insights from recently published research on connected workspaces and collaborative work management.
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Workflow automation seems a no-brainer tool choice for companies looking to increase efficiency and improve productivity within the contact center, but Metrigy’s Customer Experience MetriCast 2024 research with 1,566 companies…
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Metrigy's 2024 research reveals a significant shift in how businesses are embracing artificial intelligence (AI) to enhance customer experience (CX).
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Vendors are quickly bringing AI and workflow automation capabilities to their platforms as part of their strategies to boost collaborative work management.
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A contact center agent’s workday can be a fraught experience... highly demanding, stressful, emotionally draining. Burnout can take its toll, and good agents aren’t likely to tolerate the unpleasantness. The…
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Whitney Meer, an applied AI expert with NICE, explains why knowledge management is really all about AI management today, requirements for doing it well, AI trends to watch, and more.
Self-service for customer support presents both an opportunity and a challenge for companies today.
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Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents.
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