Customer Experience Transformation Ep.1: Enabling Technologies for Agents

Presented by

Robin Gareiss, CEO and Principal Analyst, Metrigy

About this talk

Technology can improve agent performance exponentially. But with a wide range of options available, coupled with limited budgets, which technologies can drive the most success? During this webinar, based on Metrigy's Customer Experience Transformation 2022 research study, we will discuss: - How do Intelligent Virtual Assistants (IVAs) help agents resolve customer issues? - Which KPIs are crucial to measure, and what are reasonable goals? - Which Workforce Optimization applications are driving the. most success? - What technologies and endpoints are crucial for success when working from home?

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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.