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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With its AI capabilities, Microsoft Copilot provides several enhancements to Microsoft Teams functionality, including meeting summaries and action item follow-up.
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Zoom Docs is latest entry, as Metrigy data shows rising adoption. Business leaders need to assure they understand corporate policy and responsible use.
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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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