Artificial Intelligence (AI) continues to transform customer experience (CX) in remarkable ways. According to Metrigy's latest research, the role of AI showcases significant implications for how businesses manage and enhance…
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In the ever-evolving landscape of customer experience (CX), companies are continuously refining their strategies to stay ahead of the curve.
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In the ever-evolving landscape of customer experience, organizations are constantly striving to improve their interactions with clients. Metrigy's recent Customer Experience Optimization 2024-25 research study sheds light on the state…
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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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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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A contact center agent’s workday can be a fraught experience... highly demanding, stressful, emotionally draining. Burnout can take its toll, and good agents aren’t likely to tolerate the unpleasantness. The…
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Self-service for customer support presents both an opportunity and a challenge for companies today.
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Another year, and another Metrigy study on the strategies and technologies companies have put in place around workplace collaboration security and compliance. Sadly, what was then is still very much…
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Of all the accolades a vendor might receive, customer recognition is what should matter most. That’s why Metrigy uses customer sentiment ratings and business success as the criteria in determining…
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Critical as they are to a contact center operation and, ultimately, an organization’s ability to deliver on customer experience goals, supervisors haven’t necessarily received the same level of attention as…
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