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 It feels like outdated plumbing.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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Contact Center Trends for 2024: What's Hot and What's Not?

Contact Center Trends for 2024: What's Hot and What's Not?

Watch on YouTube. CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes. We introduce a host of contact center trends for 2024. Before focusing on five ...

6 Joulu 202328min

SumUp Moves Its Global Contact Center Operations to the Cloud with Five9

SumUp Moves Its Global Contact Center Operations to the Cloud with Five9

Watch on YouTube. CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp. We walk through SumUp's CCaaS migration, and discuss: The challenges o...

6 Joulu 20239min

The Latest Contact Center Innovations with Cirrus Response

The Latest Contact Center Innovations with Cirrus Response

Watch on YouTube. CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response. We discuss the latest contact center innovations that Cirrus is bringing to market. These cover a...

4 Joulu 202317min

Generative AI in the Contact Center: What's Possible Now, and What's Coming?

Generative AI in the Contact Center: What's Possible Now, and What's Coming?

Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst at ZK Research. Together, we consider the present and f...

27 Marras 202324min

AI Will Change Contact Centers: New Research Reveals How

AI Will Change Contact Centers: New Research Reveals How

Watch on YouTube. CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent. We reflect on new research conducted by contact center analyst ContactBabel - which highlights service...

27 Marras 202315min

A Microsoft Teams Contact Center Demo: The Manager Experience

A Microsoft Teams Contact Center Demo: The Manager Experience

Watch on YouTube. CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies. We kickstart the conversation by discussing how Landis designed its Microsoft Teams Contac...

16 Marras 202314min

Thrasio Shares Lessons from Its Customer Experience Transformation

Thrasio Shares Lessons from Its Customer Experience Transformation

Watch on YouTube. CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect. We walk through Thrasio's customer experience tec...

14 Marras 202321min

BIG CX News - The Latest on Cisco's New Contact Center Packages, GenAI In CX, & "CCaaS Deceleration"

BIG CX News - The Latest on Cisco's New Contact Center Packages, GenAI In CX, & "CCaaS Deceleration"

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...

9 Marras 202338min