Metrigy’s Customer Experience Optimization 2024-25 global research study of 544 companies provides insights into how companies perceive and respond to the pace of innovation.
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In the ever-evolving landscape of customer experience, organizations are constantly striving to improve their interactions with clients. Metrigy's recent Customer Experience Optimization 2024-25 research study sheds light on the state…
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Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision.
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Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers.
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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.
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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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