The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.
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In this episode, Jonathan Rosenberg, Five9’s CTO and head of AI, and Metrigy’s Robin Gareiss discuss the huge changes coming to customer experience in the next several years, driven largely by generative AI and contextual data.
Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns.
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During this session, Metrigy CEO Robin Gareiss will share findings and her analysis from a brand new, global research study of IT, CX, and business leaders. You'll learn: -How is…
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Do you think customer service will shift from mostly inbound to proactive outbound interactions? Preliminary analysis of companies studied in our Customer Experience Optimization: 2024-25 research shows 69% of CX…
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During this must-attend virtual event, Metrigy CEO Robin Gareiss will explain the real-world data, analyzing the issues with customer service—along with the operational practices and technologies that will reverse problematic…
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During this webinar, we’ll discuss the benefits of benchmarking and how to avoid the pitfalls. We’ll also show a real-world tool to help you benchmark your CX strategy against those…
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Join this webinar for the highlights of Metrigy's latest research study that examines consumer preferences when it comes to interacting with businesses. Metrigy CEO and Principal Analyst Robin Gareiss will…
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3 Key Customer Expectations for Contact Centers
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But healthcare remains behind other industries in agent, patient satisfaction
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