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 It feels like outdated plumbing.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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CCaaS: Where Are We Now & Where Are We Heading

CCaaS: Where Are We Now & Where Are We Heading

Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET. In this session, we discuss the evolution of the CCaaS market, considering...

29 Tammi 202425min

AI in the Contact Center: The Opportunities, Risks, and Rewards

AI in the Contact Center: The Opportunities, Risks, and Rewards

Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering: The risk...

29 Tammi 202411min

BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

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 stories from the spa...

24 Tammi 202423min

GenAI-Powered Virtual Agents The Trend, Traps, and Solutions

GenAI-Powered Virtual Agents The Trend, Traps, and Solutions

Watch on YouTube. CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara. We discuss some of the trends, traps, and solutions that relate to GenAI-powered virtual agen...

17 Tammi 202421min

The Forces Shaping Customer Experience (and Why They Matter!)

The Forces Shaping Customer Experience (and Why They Matter!)

Watch on YouTube. CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce. We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Se...

10 Tammi 202418min

Why Are So Many CCaaS Customers Changing Providers?

Why Are So Many CCaaS Customers Changing Providers?

Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive. We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-bas...

9 Tammi 202413min

The Three Types of Contact Center Platforms (and Which Is Best for You!)

The Three Types of Contact Center Platforms (and Which Is Best for You!)

Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales - UK&I / EMEA at Enghouse Interactive. In this session, we consider the types of contact center platforms; on-premise, cloud-...

3 Tammi 202417min

The Zoom Contact Center: 5 Features That Stand Out

The Zoom Contact Center: 5 Features That Stand Out

Watch on YouTube. Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others. Recognizing this, we got in touch with Ben Neo, Head of Contact Ce...

2 Tammi 202427min