For some business leaders who have difficulty finding and retaining contact center agents, AI has stretched an existing workforce. Other leaders have been able to cut their contact center staffing.
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Generative AI is all the buzz, but what's really happening in companies--and how do employees and consumers respond to the technology? During this webinar with Metrigy CEO and study author,…
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Chatbots and voicebots are widely used--and for good reason, when they are appropriately deployed. Companies use them internally to improve agent performance or to help employees get answers in HR…
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AI is providing companies with compelling automations to CX staffing and management, and Metrigy's latest research documents significant, measurable improvements.
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As companies look to improve the agent experience, develop strong customer relationships, and otherwise optimize around customer experience (CX), the increasingly common assumption is that artificial intelligence (AI) and automation…
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Innovation will be swift, causing some necessary breaks for consumers to catch up.
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UJET CEO Anand Janefalkar shares his unique perspective on generative AI, AI innovation, and the AI-empowered future of CX.
UJET CEO Anand Janefalkar shares his unique perspective on generative AI, AI innovation, and the AI-empowered future of CX.
Video capabilities can help customers resolve their issues more quickly and with greater satisfaction – so contact centers should offer customers the choice of beginning their interactions that way.
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Midsize companies are leveraging their customer feedback generally in more useful and sophisticated ways compared to other sizes of companies, ultimately driving better customer experience (CX), Metrigy’s Customer Insights &…
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