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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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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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…
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Excitement is building here at Metrigy as we get ready to host the inaugural Future of CX Expo conference program, the latest addition to the annual ITEXPO event taking place…
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Metrigy has rounded out its trio of vendor ranking reports for 2023 with a deep dive into top providers in the CPaaS market.
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Innovation will be swift, causing some necessary breaks for consumers to catch up.
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Video capabilities can help customers resolve their issues more quickly and with greater satisfaction – so contact centers should offer customers the choice of beginning their interactions that way.
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Working in the industry or as an IT or CX professional, you have certain expectations of the customer service engagements you experience in your personal life. Knowing the state of…
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Midsize companies are leveraging their customer feedback generally in more useful and sophisticated ways compared to other sizes of companies, ultimately driving better customer experience (CX), Metrigy’s Customer Insights &…
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Business leaders and consumers are understandably reluctant to embrace AI right now – but research shows they don’t see federal oversight as the response to their concerns about the new…
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