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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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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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…
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Metrigy's 2024 research reveals a significant shift in how businesses are embracing artificial intelligence (AI) to enhance customer experience (CX).
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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…
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Self-service for customer support presents both an opportunity and a challenge for companies today.
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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.
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Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents.
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Research and advisory firm Metrigy released its Customer Experience MetriCast 2024 market research study of 12 key technology areas driving successful customer interactions.
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Of all the accolades a vendor might receive, customer recognition is what should matter most. That’s why Metrigy uses customer sentiment ratings and business success as the criteria in determining…
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