The Death of Hold Music Why Waiting on the Line Is Over - Zendesk
CX Today3 Helmi

The Death of Hold Music Why Waiting on the Line Is Over - Zendesk

Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal. It feels like outdated plumbing. In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center, to unpack what’s really happening inside the queue. From repeat contacts and KPI trade-offs to agent burnout and “AI theatre”, this is a ...

Jaksot(363)

Customer Research Strategy that Delivers Optimal Customer Experiences

Customer Research Strategy that Delivers Optimal Customer Experiences

CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify. In this session, we discuss: What's top of mind for marketing and CX leaders regarding their customer research ...

9 Loka 20248min

Contact Center AI: The Opportunities and Risks for Insurers

Contact Center AI: The Opportunities and Risks for Insurers

CX Today's Charlie Mitchell introduces a discussion about contact center AI, and the opportunities and risks for insurers. For this conversation, he's joined by two industry experts: Jacob Gardiner, S...

1 Loka 202439min

Why You Still Need Your Agents In a World of GenAI

Why You Still Need Your Agents In a World of GenAI

CX Today's Charlie Mitchell hosts Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom. In this session, we discuss the following: How does Zoom transform the role of AI wit...

30 Syys 202412min

Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support

Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support

CX Today's Susie Harrison hosts Evaluagent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled. In this episode, we consider: The top-line benefits of integrating QA and performa...

30 Syys 20249min

Big CX News - A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More

Big CX News - A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More

Watch on YouTube. CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event. He's joined by five prominent CX analysts to dissect the headlines, including: ...

26 Syys 202444min

How to Get the Most Value from Your CCaaS Investment

How to Get the Most Value from Your CCaaS Investment

CX Today's Charlie Mitchell hosts Jo Sverre Lindem, Chief Customer Officer at Puzzel. We consider how contact centers can get the most out of your CCaaS investment, discussing: Where have many CCaaS p...

24 Syys 202418min

Challenges & Opportunities: What Has 2024 Taught Us About AI in Contact Centers?

Challenges & Opportunities: What Has 2024 Taught Us About AI in Contact Centers?

CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9. We reflect on 2024, considering the challenges and opportunities of contact center AI. In doing so, we...

23 Syys 202420min

How to Navigate the Transition from On-Premise to Cloud Contact Centers

How to Navigate the Transition from On-Premise to Cloud Contact Centers

CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud. In this conversation we cover: The reasons enterprises stay on-prem or move to the cloud...

19 Syys 202412min