Name: CX Optimization Ep.2: Agent Experience
Start: 2023-07-25T15:00:00Z
End: 2023-07-25T15:00:45.000Z
Location: BrightTALK
Rating: 5

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.

Securing communications and collaboration applications is getting increasingly complex. New features, often based on generative AI are quickly becoming available. At the same time, risks to applications, privacy, and data continue to grow. In this webinar we'll share the results of our Workplace Collaboration and Contact Center Security and Compliance 2024-25 research study and provide IT, business, and informations security leaders with insights into:
- Emerging security threats
- Successful organizational and budgeting strategies
- How to assess providers
- How companies are addressing generative AI security concerns
- The use of third party security platforms

Securing Your Collaboration and Communications Applications

Ep.61- Realizing Collaboration ROI via Compliance; a Conversation with Theta Lake CEO Devin Redmond

New collaboration applications and features are rapidly transforming employee and customer engagement. But for regulated companies to achieve success, they must ensure that application adoption meets compliance requirements. Here from Theta Lake, a leader in compliance solutions for emerging collaboration applications, as we discuss what IT, business, and compliance leaders need to do to maximize ROI and productivity.

MetriSight Ep.61- Realizing Collaboration ROI via Compliance

Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across 12 CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group--and share in our big round of applause to all winners!

MetriSight Ep.60 - 2024 CX MetriStar Award Winner Recap

Whether you run a small healthcare practice or a midsize hospital system, embracing the right technology will deliver measurable benefits. Healthcare is somewhat behind other industries when it comes to applying technology to daily operations, but even small changes will deliver big results. 

When companies integrate Electronic Health Records (EHR) with their cloud-based communications systems (including contact centers and internal employee collaboration), they will see improvements in patient experience, operational efficiency and revenue. Couple that with powerful AI applications in the contact center, and patient experience scores will soar.

This webinar will give you strategic guidance, based on real-world research data from Metrigy CEO & Principal Analyst Robin Gareiss. You’ll also hear from Vonage’s SVP & Chief Technology Architect, Sanjay Srinivasan about how customers are using Vonage’s healthcare products and services today—and what benefits they’re driving. We’ll share insights and recommendations, and answer the following questions:
-- What value are healthcare practices and their patients uncovering through integrating Electronic Medical Records with cloud communications platforms, patient experience technology, and AI?
-- How are healthcare organizations driving operational efficiencies by leveraging technologies to improve clinical and patient experience?
-- What technologies help hospitals and practices drive more revenue, while also better serving patient needs?
-- How do you select a technology partner you can trust to understand the nuances of healthcare to gain the most value for your investment?

Crucial Technology Changes that Drive Value for Healthcare Companies & Patients

Speakers:
- Irwin Lazar, President and Principal Analyst, Metrigy
- Garth Landers, Director of Product Marketing, Theta Lake
- Dan Nadir, Chief Product Officer, Theta Lake

New collaboration applications and features are rapidly transforming employee and customer engagement. To achieve maximum business benefit, regulated companies must be able to take advantage of these capabilities while also meeting compliance requirements. Failure to implement a proactive and future proof strategy not only reduces productivity, but potentially raises risk of non-compliance from employee use of non-permitted applications. In this webinar we’ll share approaches and best practices for ensuring that companies can achieve maximum value from their collaboration investments, while also meeting appropriate compliance requirements. Attendees will learn:
- How emerging collaboration, including generative AI features, enable improved productivity
- The risks of non-compliance
- How to ensure that your compliance strategy evolves to meet ever-changing technology improvements
- How compliance platforms optimized for collaboration can drive productivity improvements

Say “Yes” to UCC Compliance for Better User Productivity and Lower Risk

Generative AI is all the buzz, but what's really happening in companies--and how do employees and consumers respond to the technology? During this webinar with Metrigy CEO and study author, Robin Gareiss, you'll learn the following:
--How quickly is generative AI growing, and what are organizations really doing with it?
--Which vendors are most widely used and trusted to deliver on the promise of generative AI?
--What are the top benefits and concerns from IT/CX leaders and consumers?
--What are successful companies doing with generative AI that others are not?

AI Masterclass Ep 3: 5 Steps to Success With Generative AI

Metrigy's Irwin Lazar and Diane Myers will be on hand at EC2024 to share insights on 911, AI for employee collaboration, premises-to-UC cloud migration, collaboration security, and more. Tune in to hear what's on their mind for the event, and beyond.

MetriSight Ep.59 - What's on Our UC Agenda for Enterprise Connect?

Chatbots and voicebots are widely used--and for good reason, when they are appropriately deployed. Companies use them internally to improve agent performance or to help employees get answers in HR and IT. They're also used externally for customer interactions. What do Metrigy's success metrics show regarding where to invest (and how much) in bots? And more importantly for customer interactions, what is the latest consumer perspective on using bots when interacting with businesses? 

In this webinar with Metrigy's CEO and study author Robin Gareiss, you'll learn the following:
--What are the latest adoption stats on bots?
--When and why do consumers like and dislike them?
--What are companies spending on bots--and are vendors charging enough?
--What are the success metrics when companies use bots?

AI Masterclass Ep.2: Are Bots Helping or Hurting CX?

Metrigy recently gathered data from almost 400 companies on the true cost of operating cloud-based unified communications services including calling, meetings / video conferencing, and messaging. Join us as we share real-world insights into:
- Licensing costs
- Management requirements, including staffing and outsourcing
- The use of third-party administrative and operational management platforms
- Microsoft Teams PSTN costs and Teams-UCaaS integration approaches

Unified Communications as a Service - What Are Enterprises Really Spending?

Metrigy CEO Robin Gareiss provides a quick peek at what you’ll learn in her sessions on agent assist and AI-fueled job shifting, and shares advice on what CX leaders need to ask their vendors down on the show floor.

MetriSight Ep.58 - What’s On Our CX Agenda for Enterprise Connect?

The UCaaS market continues to grow, both in adoption as well as in capabilities. Technologies like generative AI offer the potential to transform how we engage with one another, and with our data. At the forefront of this transition is Cisco through both its devices and application portfolio. In this MetriSight we'll get Geoff's insights on how the UCaaS market is evolving and what customers can expect to see in 2024 and beyond.

MetriSight Ep.57 - UCaaS Trends with Cisco's Geoff Huang

AI is providing companies with compelling automations to CX staffing and management, and Metrigy's latest research documents significant, measurable improvements. Join Robin Gareiss, Metrigy's CEO and author of the new AI for Business Success global study, to learn:
--How is AI affecting new hires and layoffs? What new positions are companies adding?
--How does AI affect after-call work?
--Where are supervisors seeing WFM improvements, and how extensive are they?
--What are the real-world improvements for agent assist, in CSAT, sales, AHT, and more?

AI Masterclass Ep.1: How to Make AI Impact Staffing and Management

Any business process outsourcer (BPO) that hasn’t yet adopted AI technologies and AI-empowered automation and/or considers AI to be a low-priority investment, needs a strategic reset. In Metrigy’s research, those BPOs that have already embraced the use of AI report significant revenue growth, increased agent efficiency, and improvements in customer ratings—the value cannot be understated!  

Join Metrigy’s Robin Gareiss, CEO & Principal Analyst, and Tom Stanley, NICE BPO Regional Vice President, for research-backed insights on how BPOs are employing or planning to use AI and automation to advance operational success. Discover what’s working well, and what needs improving.

You’ll come away with key insights on:

- Which AI technologies are having the greatest impact on CX success
- The value in taking an AI-powered approach to workforce management
- The use of workforce automation for improved agency efficiency

AI & Automation: Setting the Stage for a BPO’s CX Success

Metrigy is gearing up to host the inaugural Future of CX Expo conference at the ITEXPO techsupershow. Robin Gareiss and Beth Schultz share a preview of what's on tap.

MetriSight Ep.56 - Sneak Peek at Future of CX Expo

Metrigy has published its first ranking of CPaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover which providers made the list.

MetriSight Ep.55 - Who's Who in Metrigy's CPaaS MetriRank Report

In this episode Metrigy President and Principal Analyst Irwin Lazar is joined by Martin Bitzinger, Senior Vice President for Product Management from Mitel to talk about unified communications trends in 2024 and how Mitel is meeting them. We’ll get Martin’s thoughts on a variety of topics including the role of on premises and privately hosted UC platforms, generative AI, the shifting vendor landscape, how buyer expectations are evolving, and much much more.

MetriSight Ep.54 - Unified Communications Trends in 2024 with Mitel

As vendors rush to bring generative AI companions to market, significant differences are emerging in features, functionality, and perhaps most importantly, pricing. But what are buyers saying about Generative AI? Are they willing to pay for it? Do they see value? In this webinar we'll share insights from Metrigy's latest research on how collaboration leaders view Generative AI.

Generative AI Reality Check: What are Buyers Saying?

CX leaders are focusing heavily on improving agent experience--and it's working. Turnover rates are down to 18.3% (the lowest in several years), and 58.3% of contact centers are fully staffed now. What are successful companies doing to improve the agent experience? Find out the key best practices--backed by real-world data and metrics--in this webinar with Metrigy CEO Robin Gareiss. You'll learn the following:
- How is AI playing a role with improving agent experience, and which technology helps close sales best?
- What types of technology are helping sales leaders better manage sales agents?
- How has hiring criteria changed for CX positions?
- What are agents making now, and how much more do they make at companies with fully staffed contact centers?

CX Optimization Ep.2: Agent Experience

Customer Experience

Customer Engagement

Customer Data

Agent Productivity

Agent Experience

Artificial Intelligence

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful emerging technology insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on technologies like 3D printing, pervasive robotics, natural interfaces, connected everything and cognitive systems.

Emerging Technologies

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

CX Optimization Ep.2: Agent Experience

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