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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Certainly, to nobody’s surprise, artificial intelligence (AI) dominated last week’s Enterprise Connect 2024 event, from presentations on the keynote stage to demos on the expo floor.
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Nearly half of the 697 companies that participated in Metrigy’s recent study on artificial intelligence already are using AI for customer interactions, with an additional 33% planning for adoption this…
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Enterprise Connect, the annual rite of spring for the enterprise communications, collaboration, and CX industries, is fast-approaching. As always, Metrigy analysts Robin Gareiss, Irwin Lazar, Diane Myers, and Beth Schultz…
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Excitement is building here at Metrigy as we get ready to host the inaugural Future of CX Expo conference program, the latest addition to the annual ITEXPO event taking place…
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Metrigy has rounded out its trio of vendor ranking reports for 2023 with a deep dive into top providers in the CPaaS market.
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