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 It feels like outdated plumbing.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 ...

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AI the NICE Way: 3 Solutions Redefining CX

AI the NICE Way: 3 Solutions Redefining CX

Watch on YouTube. CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE. After an introduction to the NICE Enlighten portfolio, they discuss each of its th...

28 Maalis 202418min

Transforming Your Patient Experience with CCaaS

Transforming Your Patient Experience with CCaaS

Watch on YouTube. In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vice President of Technology Services at Sun R...

27 Maalis 202410min

Conversational AI: 5 Simple Steps to Get Going

Conversational AI: 5 Simple Steps to Get Going

Watch on YouTube. CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox. After an overview of the conversational AI market, we share five steps to get your contact center's AI journey off the...

26 Maalis 202431min

Generative AI In Conversational Analytics: A Demo & Discussion

Generative AI In Conversational Analytics: A Demo & Discussion

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who ...

12 Maalis 202412min

The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot

The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the spa...

29 Helmi 202425min

5 Customer Experience Trends for 2024 & Beyond

5 Customer Experience Trends for 2024 & Beyond

Watch on YouTube. CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he's joined by: Nick Delis, Senior Vice President of Internat...

22 Helmi 202451min

Zoom's New CCaaS Packages: An Inside Look

Zoom's New CCaaS Packages: An Inside Look

Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineeri...

12 Helmi 202421min

The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI

The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI

Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Recognizing this, we sat down with Brandon Kn...

1 Helmi 202421min