Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.
Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19 pandemic, contact centers have seen a surge in activity.
Metrigy asked 476 organizations in North America, Western Europe, Southeast Asia, and Australia to rate their providers for calling, meetings, team collaboration and more. We evaluated two core metrics: ROI and productivity improvements, and business success. Companies rated their providers on metrics related to customer service and support, their ability to deliver reliable services, and their impact on business transformation. We correlated customer sentiment data with the percentage of each vendor’s customers that achieved measurable business success for their collaboration investments. During this webinar, we will review the top providers in each area, based on real-world data from their customers.
Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve customer engagement.
Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once you’ve hit “closed-won,” how do you ensure the customer stays loyal and engaged, while buying more products and services.
If you don’t have a Voice of the Customer (VOC) program, you’re not only doing yourself a disservice; you’re also at a competitive disadvantage. And if you’ve already got one up and running, there are likely some new technologies and best practices you should consider. This webinar provides actionable steps you should take now to establish or improve your VOC program.
Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels.
The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses…
Customer experience (CX) leaders have been turning to technology to improve customer interactions for years. But those initiatives accelerated and became transformative in 2020, as agents moved to their home…
During this webinar, Metrigy CEO Robin Gareiss and NICE inContact VP of product marketing Chris Bauserman will demystify the confusion around AI. This and subsequent webinars in this series will drill down with even more granularity to provide clear recommendations on how targeted use of AI will improve success metrics.
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