A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly.
Read More
Research and advisory firm Metrigy announced winners of its 2024 Customer Experience MetriStar program in 12 key technology areas that drive successful customer interactions.
Read More
Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier.
Read More
AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch.
Read More
Critical as they are to a contact center operation and, ultimately, an organization’s ability to deliver on customer experience goals, supervisors haven’t necessarily received the same level of attention as…
Read More
A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey.
Read More
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.
Read More
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.
Read More
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…
Read More
Enterprise Connect, the annual rite of spring for the enterprise communications, collaboration, and CX industries, is fast-approaching. As always, Metrigy analysts Robin Gareiss, Irwin Lazar, Diane Myers, and Beth Schultz…
Read More
