Through five consecutive studies, Metrigy has been tracking consumer satisfaction of customer experience and the technologies supporting it—identifying gaps and alignments between what businesses are delivering and what consumers want.
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Before organizations migrate their existing phone systems into Microsoft Teams, they need to select the right telephony architecture that fits their business needs.
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Differences in agent performance can negatively impact customer ratings, but AI can help identify and guide low performers on how to improve.
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Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.
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Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.
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In this episode, Metrigy’s Diane Myers, senior research director, walks us through the just released 2025 CCaaS MetriRank, our third-annual ranking of top providers offering cloud contact center.
In the dynamic world of customer experience (CX), keeping agents engaged, efficient, and effective is a constant challenge.
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Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group–and share in our big round of applause to all winners!
A critique of AI as part of the CX journey is that it will eliminate a customer-friendly human touch. But not every customer ask needs human attention.
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Most do, but not always with the same level of enthusiasm as businesses, according to Metrigy’s research.
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