Metrigy's Robin Gareiss sits down with Lumen's Art Goldberg, senior manager, product management, for a chat on the role of the carrier for cloud contact center--beyond the platform....
Here’s how customer experience leaders are making decisions—and what they want from you.
As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in...
What do you do when everyone thinks they're the smartest person in the room, and all of them are counting on you for answers? Here's how to give a presentation to the board.
Over my career, I have had the good fortune to present to all...
As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS.
Organizations spend just 3% of their revenue on CX technologies, according to Metrigy Research's "Customer Experience Transformation 2020-21" study.
Depending...
What does CX transformation mean in 2022, and what technologies generate the best success? Metrigy CEO Robin Gareiss has the answers in this latest episode....
With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to how that performance affects customer satisfaction....
Metrigy's Robin Gareiss & Irwin Lazar run through the biggest tech news and trends coming out of EC22, plus Irwin shares his take on the post-event announcement that HP is acquiring Poly. ...
Episode 5: The Metrigy team will be onsite in Orlando for Enterprise Connect, sharing updates on CPaaS, self-service, E911, and team collaboration security. Tune in to learn more....
Though companies have plenty of customer satisfaction and agent performance data available to them, most don’t have a comprehensive strategy for customer experience (CX) analytics....
Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance....
Some customer service skills include problem-solving, empathy, product knowledge and patience.
Certain people are naturals for a career in customer service. They have the right personalities, values and patience -- regardless of their education or training. But many people in this field lack customer service skills...