Metrigy’s research documents significant improvements to business metrics, including revenue (36%), customer satisfaction (39%), and employee productivity (29%), when companies use AI that is targeted toward agent performance. This series covers:
- Agent assist/copilot to help agents in the moment during customer interactions to reduce average handle time, close sales, and improve customer satisfaction.
- Transcription to shave time off post-call work, increasing agent efficiency.
- WEM, including AI-powered training, scheduling, and quality management evaluations.
- AI-powered training, scheduling, and quality management evaluations.
- Voice of the Customer analysis to guide agents on areas of deficiency.
- Using AI to improve agent wellness.
CX Expert Insights Series 1: AI’s Growing Roles in Supercharging Agent Performance
Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy
Elizabeth Tobey, VP of Marketing, NICE
John Finch, Global VP Product Marketing, RingCentral
Date: May 20, 2025
Time: 12:00 pm ET
