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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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…
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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…
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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,…
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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…
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The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
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As the use of collaborations tools and platforms surges, new research from Metrigy emphasizes organizations need to focus on collaboration tool security to reduce risk. The COVID-19 pandemic has driven…
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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…
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New capabilities from Microsoft and its partners, coupled with new offerings from its competitors, increase the enterprise options for Teams Phone System. Metrigy’s recently published Workplace Collaboration: 2021-22 global research…
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Company, IT, services, and HR leaders must use the same provisioning, management, engagement, and security approaches that they use in the office. Metrigy’s recently published Workplace Collaboration: 2021-22 global research…
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