Hybrid-work means that employees are spread across home and office, working with an ever-increasing array of applications and information, engaging both internally and with partners and customers externally. Team collaboration platforms, by virtue of their ability to integrate applications, data, and workflows and extend across company boundaries offer the opportunity for IT decision makers to achieve measurable cost savings, revenue increases, and productivity improvements. Successful implementations require user empowerment while addressing governance and security needs. In this webinar we’ll share insights into how team collaboration platforms are rapidly evolving beyond messaging into a hub for work, and what business and IT leaders must do to achieve maximum quantifiable benefits from their digital engagement initiatives.
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 and productivity improvements, and business success. Companies rated their providers on metrics related to customer service and support, their ability to deliver reliable services, and their impact on business transformation. We correlated customer sentiment data with the percentage of each vendor’s customers that achieved measurable business success for their collaboration investments. During this webinar, we will review the top providers in each area, based on real-world data from their customers.
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 performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve customer engagement.
Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once you’ve hit “closed-won,” how do you ensure the customer stays loyal and engaged, while buying more products and services.
If you don’t have a Voice of the Customer (VOC) program, you’re not only doing yourself a disservice; you’re also at a competitive disadvantage. And if you’ve already got one up and running, there are likely some new technologies and best practices you should consider. This webinar provides actionable steps you should take now to establish or improve your VOC program.
Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels.
The COVID-19 pandemic resulted in a massive shift of workers to the home, in 2021 IT leaders are planning for hybrid work strategies that support both home and in-office employees on equal ground. In this webinar we’ll provide insight, based on data gathered from more than 475 organizations in North America, Europe, Asia, and Australia, into the technologies that will see increasing spending in 2021 and beyond to enable seamless employee collaboration, regardless of work location.
Microsoft Teams Phone System offers the opportunity to natively integrate calling features with Teams meeting and messaging capabilities. To achieve success, IT leaders must address factors including whether or not to use Microsoft’s own Calling Plan or Direct Routing for PSTN connectivity, how to support E911, and how to manage on-going performance and administration management. In this webinar we’ll share our Metrics-based research to provide insight into how successful companies are implementing and managing Microsoft Teams Phone System.
Team collaboration is rapidly evolving from an instant messaging replacement to a work-hub, integrating apps, data, and workflows. Metrigy’s Workplace Collaboration 2021-22 research study gathered data on successful approaches for leveraging team collaboration to reduce costs, increase revenues, and improve productivity.
In this webinar we’ll share the latest insight from our Workplace Collaboration 2021-22 research study on how organizations are using virtual whiteboard apps to achieve measurable improvements in productivity.