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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Collaboration apps do more than just let employees work together. They also generate a valuable trove of user data that can help companies become more efficient.
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By integrating augmented and virtual reality technologies with 5G, several industries could reap significant benefits. But beware of some important limitations.
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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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Hold on to your hats. Just when we’ve all gotten comfortable with our communications and collaboration apps, they’re poised for significant change. One change agent? Generative AI, of course.
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As workplace strategy stabilizes, danger lurks in diminished focus on employee experience—especially amid other business challenges.
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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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Metrigy research data, collected from more than 1,400 global participants for our Workplace Collaboration MetriCast 2023 study, shows that successful companies, using specialized UC administration management tools, achieve the following…
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Companies are finding it more challenging than ever to comply with E911 regulations. Learn how you can minimize risk and ensure your workforce remains safe.
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