Though much of the Customer Experience (CX) discussion today focuses on non-voice, digital channels, the truth is that the majority of interactions depend on good, old-fashioned voice. What’s more, the…
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Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation…
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In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
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Smart self-service is core to NICE’s vision of CX interaction fluency. With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But…
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As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation,…
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Despite Uncertain Economy, CX Technologies in Demand Being in a customer experience technology role comes with a certain amount of job security. Consider these recent Metrigy research findings: The majority…
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Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. When organizations empower customers to help…
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Higher CX spending correlates with success in revenue, costs, customer satisfaction, and employee productivity, according to Metrigy’s research.
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Research proves the business benefits of centralized management of Voice, Video and Network Performance across hybrid workforces. With inflation hitting an all-time high, interest rates rising, food and gas prices…
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What does “digital” customer experience even mean anymore? At a recent meeting with a chief marketing officer (CMO) of a customer experience (CX) analytics company, he presented a slide about…
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