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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In this webinar we'll share the market forecast for technologies in use, providers, spending, what technologies correlate with customer experience success.
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During this webinar, Metrigy CEO Robin Gareiss and NICE inContact Director of Product Marketing, Mark Ungerman will provide clear recommendations on steps you need to take now to empower your…
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Metrigy President and Principal Analyst shares details of her 2022 buyer-side research on 10 critical CX technologies, highlighting six trends and surprise findings. Also discover what else is on tap for our Q1 research.
I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a…
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Metrigy's MetriStar awards recognizes those providers who are both highly rated by their customers, and whose customers have achieved measurable success for their investments. The awards are based on data…
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Voice and text can answer many cutomer inquiries. But in many cases, it would help contact center agents to be able to see what the customer sees, share screens, or…
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We've been hearing a lot about the integration of UC and contact center platforms. But what do CX leaders define as the technical requirements of such integration? And once platforms…
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Virtual assistants, voice biometrics, and video are making good contact centers great. When it comes to improving the customer experience, there is no shortage of new technologies that can help…
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