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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Understanding the impact of artificial intelligence (AI) on the agent workforce has been and continues to be a challenge for many contact center managers and CX leaders.
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AI meeting assistants are packed with powerful features to improve employee productivity and meeting workflows. So, which AI tool is best for your organization?
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AI, especially GenAI, present new concerns as older ones linger.
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Nearly half of the 697 companies that participated in Metrigy’s recent study on artificial intelligence already are using AI for customer interactions, with an additional 33% planning for adoption this…
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As a wave of generative AI copilots and virtual assistants have entered the market, generative AI is now poised to drastically change the way businesses and service providers manage and…
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The collaboration industry is closely watching appetite to pay for generative AI – and Metrigy’s research has shown how willing and how much companies are ready to spend.
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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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Amazingly, 2024 is upon us. And while the year is certain to be noteworthy due to global events, there are a number of trends related to workplace collaboration that are…
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