Technology can improve agent performance exponentially. But with a wide range of options available, coupled with limited budgets, which technologies can drive the most success?
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Technology can improve agent performance exponentially. But with a wide range of options available, coupled with limited budgets, which technologies can drive the most success?
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With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to…
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Metrigy’s Robin Gareiss & Irwin Lazar run through the biggest tech news and trends coming out of EC22, plus Irwin shares his take on the post-event announcement that HP is acquiring Poly.
Episode 6: Robin Gareiss, CEO and principal analyst, shares top takeways from her latest buyer-side CX market study.
Episode 5: The Metrigy team will be onsite in Orlando for Enterprise Connect, sharing updates on CPaaS, self-service, E911, and team collaboration security. Tune in to learn more.
Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance.
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Some customer service skills include problem-solving, empathy, product knowledge and patience. Certain people are naturals for a career in customer service. They have the right personalities, values and patience --…
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Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. While much discussion on CX initiatives…
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Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. The future of customer service increasingly will…
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