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 It feels like outdated plumbing.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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Zoom Crowned King of UC at UC Awards; is CCaaS Next?

Zoom Crowned King of UC at UC Awards; is CCaaS Next?

Watch on YouTube. Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center. Will Zoom be the New King of UC and CCaaS? What's Covered: ...

8 Marras 202317min

Five9 On How Contact Centers Can Sleigh the Holiday Season

Five9 On How Contact Centers Can Sleigh the Holiday Season

Watch on YouTube. CX Today's Charlie Mitchell hosts Nick Delis, Senior Vice President of International and Strategic Sales at Five9. We consider how contact centers can handle influxes of traffic. In ...

6 Marras 202314min

Generative Conversational AI: Ethical Guidelines for Customer Experience Teams

Generative Conversational AI: Ethical Guidelines for Customer Experience Teams

Watch on YouTube. CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY. We discuss some of the ethics of deploying conversational, generative, and voice AI technologie...

3 Marras 202313min

Cyara - Testing Provides Secret Sauce to Successful Cloud Migrations

Cyara - Testing Provides Secret Sauce to Successful Cloud Migrations

Watch on YouTube. CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara. In this session we discuss the following: The best time to start integrating a performance testing pla...

26 Loka 202314min

The Speed of Zoom - 600 New Features in 18 Months

The Speed of Zoom - 600 New Features in 18 Months

Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem, as we dive deep into Zoom's groundbreaking innovations in the Contact Center as a Service (CCaaS) ...

12 Loka 20238min

Assessing the 2023 Gartner Magic Quadrant for CPaaS

Assessing the 2023 Gartner Magic Quadrant for CPaaS

Watch on YouTube. CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS. He's joined by Dave Michels, Lead Analyst at TalkingPointz, and Rob Kurver, Founding ...

10 Loka 202320min

The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

Watch on YouTube. CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills. We walk through Traeger Grills' CCaaS migration and Internet of Thi...

9 Loka 202314min

The Women in CX Conference A Customer Experience Event With a Twist

The Women in CX Conference A Customer Experience Event With a Twist

CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX. In this session, we introduce the Women in CX conference, discussing: What is Women in CX?When and where is the confere...

3 Loka 202312min