Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers.
Read More
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.
Read More
Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns.
Read More
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…
Read More
Workflow automation seems a no-brainer tool choice for companies looking to increase efficiency and improve productivity within the contact center, but Metrigy’s Customer Experience MetriCast 2024 research with 1,566 companies…
Read More
Metrigy's 2024 research reveals a significant shift in how businesses are embracing artificial intelligence (AI) to enhance customer experience (CX).
Read More
A contact center agent’s workday can be a fraught experience... highly demanding, stressful, emotionally draining. Burnout can take its toll, and good agents aren’t likely to tolerate the unpleasantness. The…
Read More
Self-service for customer support presents both an opportunity and a challenge for companies today.
Read More
If you want to maximize the incredible potential of Microsoft Teams in your contact center, you definitely don’t want to miss this new white paper from top research firm Metrigy.
Read More
Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents.
Read More
