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
Research and advisory firm Metrigy released its Customer Experience MetriCast 2024 market research study of 12 key technology areas driving successful customer interactions.
Read More
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…
Read More
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
