Virtual assistants, voice biometrics, and video are making good contact centers great. When it comes to improving the customer experience, there is no shortage of new technologies that can help…
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Self-service technologies are one of the top CX transformational activities underway. Organizations must modernize and regularly update their self-service knowledge bases to deliver a sold customer experience. During this webinar,…
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The right contact center platform connects these new digital journeys with enhanced self-service, AI-driven channels, and real-time analytics that enable CX leaders and their teams to drive a loyal and…
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Companies are flocking to voice biometrics and facial recognition for customer interactions. These technologies identify customers quickly, and save on average 30 to 60 minutes on each call or video…
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More than 70% of organizations are using AI to help them serve customers and improve customer service agent performance. But AI is a loaded acronym--adopting AI can mean dozens of…
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Employees and customers both have more power than ever before. With hybrid workplaces as the new norm, the best employees can work or look for work anywhere in the world.…
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IT and CX leaders around the world are planning for a hybrid workplace of the future, where employees work from any combination of home offices, company locations, and even coffee…
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What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse.
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Metrigy asked 476 organizations in North America, Western Europe, Southeast Asia, and Australia to rate their providers for calling, meetings, team collaboration and more. We evaluated two core metrics: ROI…
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Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and…
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