Organizations are using more collaboration tools than ever before, creating new opportunities to enable the virtual workforce, but also introducing new risk and attack vectors. In this webinar we'll look at the requirements to enable governance, complilance and security as part of a comprehensive workplace...
What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse....
Hybrid-work means that employees are spread across home and office, working with an ever-increasing array of applications and information, engaging both internally and with partners and customers externally. Team collaboration platforms, by virtue of their ability to integrate applications, data, and workflows and extend across...
Metrigy asked 476 organizations in North America, Western Europe, Southeast Asia, and Australia to rate their providers for calling, meetings, team collaboration and more. We evaluated two core metrics: ROI and productivity improvements, and business success. Companies rated their providers on metrics related to customer...
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 on equal ground. In this webinar we'll provide insight, based on data gathered from more...
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 performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve...
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 up and running, there are likely some new technologies and best practices you should consider....
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, customer experience leaders often feel they’ve yet to realize the full potential of these digital...
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 to use Microsoft’s own Calling Plan or Direct Routing for PSTN connectivity, how to support...
Team collaboration is rapidly evolving from an instant messaging replacement to a work-hub, integrating apps, data, and workflows. Metrigy's Workplace Collaboration 2021-22 research study gathered data on successful approaches for leveraging team collaboration to reduce costs, increase revenues, and improve productivity....
Join Metrigy President and Principal Analyst, Irwin Lazar, and Masergy Director of Product Management, Ajay Pandya in this interactive webinar to learn how to leverage these emerging technologies to successfully optimize remote work....
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 you’ve hit “closed-won,” how do you ensure the customer stays loyal and engaged, while buying...