Metrigy Blog

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...

Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. While much discussion on CX initiatives centers around contact centers, CX leaders have increasingly turned their attention to another key area of...

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along...

Video conferencing is now a fundamental part of employees' workdays. But managing and storing video content brings some new challenges that must be addressed. Thanks in large part to the COVID-19 pandemic, video conferencing is now a staple of enterprise communications. Today, more than 60% of...

Spend time with your meeting app and hardware vendors to understand how they’re addressing meeting equity now and in the future. Driven by the pandemic-led shift to remote and hybrid work, the last two years have seen unprecedented change in enterprise communications. As we look forward...

With video meeting apps in such heavy usage, they make a great starting point for insights that can positively influence employee experience. No surprise, but worth exploring nonetheless, is that optimizing the employee experience will be a top workplace trend to watch in 2022. This isn’t...

I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a few days, a long weekend, or a week's vacation pays a company back 10-fold because...

A mobile and hybrid workforce makes phone location and 911 call routing challenging. Here are some ways to ensure your company is doing all it can to protect employees in an emergency. For those who manage phone systems, a key responsibility is tracking phone locations and...

The rise of hybrid work since 2020 has driven an arms race among unified communications, or UC, and collaboration vendors to add new features to their offerings to achieve competitive advantage and differentiation. Gone are the days when IT shops would undergo long change processes to...

Now, an effective security strategy must both proactively protect against risks from misuse or unauthorized access to an ever-growing set of collaboration applications, while also enabling employees with the flexibility they need to evolve their collaboration capabilities to support remote and hybrid work....

Success comes from aligning HR, facilities, and IT toward a common goal. Metrigy’s recently published Unified Communications Management and End-points: 2021-22 study of nearly 400 organizations found that the office is in a state of flux, with just over 15% of companies now fully work-from-home. Of...

Moving to UCaaS doesn’t absolve IT of management responsibility. It requires continued proactive efforts to ensure high-quality voice and video experiences. The age of cloud communications has arrived. Metrigy’s data shows that more than 47% of companies now use unified communications-as-a-service (UCaaS) for all or some...