Intradiem is using AI to identify agents who are showing signs of burnout. It then makes recommendations or automates actions to help reduce the likelihood they’ll leave the company—and to turn them from a struggling employee to a happy one. During this discussion with Intradiem CEO Matt McConnell, learn how they’re doing it and what kind of success companies are expected to see.
This webinar will give you strategic guidance, based on real-world research data from Metrigy CEO & Principal Analyst Robin Gareiss. You’ll also hear from NICE Director of Product and Segment Marketing Brian Mistretta on how NICE customers are leveraging AI today.
This study evaluates how successful companies are optimizing their customer experience from both their own experience–and that of their end customers.
Research and advisory firm Metrigy has released its Customer Experience Optimization: 2023-24 Consumer Perspective research study.
In this webinar, Metrigy and Ribbon will dive into the topic of contact center security and management. We’ll share some recent market research on a number of macro topics affecting the contact center, as well as the following:
Sam Wilson, formerly CFO, CCO, and interim CEO, at 8×8, was recently named CEO. In this episode, we’ll talk to Sam to learn how his experience has prepared him for this role, and what 8×8’s strategy is to differentiate from competitors and grow revenue.
When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet.
The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes vital to the success of generative AI in business. How can businesses and consumers use the technology?
Robert Galop, CMO of the recently formed CPaaS Acceleration Alliance, shares a status report on the sate of CPaaS and the latest on this new organization.
Metrigy has published its first ranking of CCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover why NICE gets the No. 1 spot, and find out which other vendors made the cut.