Metrigy Blog

The global Covid-19 pandemic has led to an unprecedented shift to work-from-home. Nemertes’ recent global study of more than 460 organizations found that: 91% of organizations now support work-from-home (up from 63% before the pandemic) 72% of employees now work at home (up from 34%...

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. As 37.2% of organizations have hired Chief Customer Officers (a relatively new executive position responsible...

As a research analyst, I have the incredible opportunity to speak with IT and Customer Experience (CX) leaders regularly to identify trends, best practices, and success metrics. One of the promising trends to improve CX is the integration of Unified Communications (UC) with contact center platforms....

Attempts to digitize the ubiquitous whiteboard have struggled, could separating hardware from software finally be the answer? As workplace collaboration continues to shift from email and audio conferences to team applications and video-enabled meetings, there’s one holdout in the drive to digitize the meeting experience –...

Video conferencing is a core technology for supporting work-from-home. The recent massive shift out of the office as a result of the SARS-CoV-2 pandemic has resulted in tremendous uptake of video conferencing services in both the business and consumer worlds. Nemertes’ recently published...

Organizations are starting to show cost savings when they shift to shared cloud services for Unified Communications and Collaboration (UCC) and contact center. In years past, though IT leaders anticipated cost savings when they moved to the cloud, they did not actually realize that savings right...

Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Organizations have no shortage of options when they want to analyze CX. Companies gather voice of the customer data and monitor...

As businesses move to remote contact center models amid the COVID-19 crisis, they're finding benefits in the form of real estate cost savings and happier employees. Of the many things businesses have learned with the COVID-19 outbreak, one is that companies need alternatives to working in...

To keep employees engaged and productive while working from home, IT and HR teams must address physical workspace concerns and individual well-being. The work-from-home rush of the last several months has, for those fortunate to be able to work remotely, finally transformed work from a place...

While standardizing on a single meeting app might be appealing, it will not eliminate the need to support alternative apps for external collaboration Nearly 40% of organizations support more than one meeting application, according to Nemertes’ Workplace Collaboration: 2019-20 research study published in June 2019. It...

With WFH shift comes a redefinition of the relationship between facilities, HR, and IT, and opportunity for IT to demonstrate new value to the organization. The shift to work from home (WFH) as a result of the current coronavirus pandemic has transformed work, and the workplace,...

Team collaboration applications have taken the enterprise by storm.  According to our research, nearly 61% of companies have already adopted the team apps.  By the end of 2021, we expect that number to reach nearly 67%.  Team collaboration apps are an essential part of a...