At many companies, connected workspace applications are playing a pivotal role in helping individual end users and teams collaborate on, manage, and complete work tasks, as shown in Metrigy’s recently…
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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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There are a few options for keeping POTs going in 2024 – but those with existing POTS line services today should still take an aggressive approach to phasing them out.
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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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