As much as product vendors and service providers like to tout the features and functionalities they offer, real-world impact can be a far more telling indicator of value as companies…
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As companies adopt applications that bring together the tools that allow employees to accomplish, collaborate on, and manage content- and project-related work in a self-contained workspace—a product category Metrigy calls…
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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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Business leaders should identify specific opportunities for productivity improvement.
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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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Vendors are quickly bringing AI and workflow automation capabilities to their platforms as part of their strategies to boost collaborative work management.
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As companies adopt generative AI, they are often unprepared for potential security and compliance threats.
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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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As digital threats loom large and regulatory requirements grow stringent, businesses are increasingly turning to advanced security solutions to safeguard their operations and customer data.
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