The Death of Hold Music Why Waiting on the Line Is Over - Zendesk
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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 It feels like outdated plumbing.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 ...

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GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations

GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk. We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contac...

18 Syys 20249min

How Personal AI Agents are set to Transform CX

How Personal AI Agents are set to Transform CX

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa. In this episode, we consider: Market changes in customer support and how businesses can prepare for them, both physically and...

18 Syys 20247min

Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)

Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE. After an introduction to the NICE ElevateAI, we discuss: How to set up ElevateAIThe GenA...

17 Syys 202425min

The Death of the Pureplay Contact Center Provider

The Death of the Pureplay Contact Center Provider

CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary. They kick-off the conversation by considering: What's driving vendors into CCaaS from adjacent spaces?What impact is this ...

12 Syys 202422min

On-Prem vs. Cloud Contact Centers: It's Not an Open & Shut Case

On-Prem vs. Cloud Contact Centers: It's Not an Open & Shut Case

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts: Michael McC...

9 Syys 202410min

RingCentral Introduces Its New AI Assist Solutions for RingCX

RingCentral Introduces Its New AI Assist Solutions for RingCX

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then: Introduce RingCentral's RingCX platformDiscu...

5 Syys 202412min

Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9

Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest news in the space, i...

29 Elo 202428min

Five Workforce Engagement Metrics You Need to be Tracking

Five Workforce Engagement Metrics You Need to be Tracking

CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking. Sam explains his top five and highlights some bonu...

19 Elo 20248min