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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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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Research and advisory firm Metrigy released its Customer Experience MetriCast 2024 market research study of 12 key technology areas driving successful customer interactions.
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Research and advisory firm Metrigy announced winners of its 2024 Customer Experience MetriStar program in 12 key technology areas that drive successful customer interactions.
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In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
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I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a…
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In the past year, 55% of organizations added Workforce Optimization (WFO) applications to their portfolios, and 79% specifically cite workforce management tools as essential to helping them manage remote teams…
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Workforce Optimization (WFO) is delivering significant value to companies that are trying to improve both agent and customer experience, while making contact center operations more efficient.
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