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 It feels like outdated plumbing.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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DPG Media Discusses Its "Radical" CCaaS Migration, Shares Lessons

DPG Media Discusses Its "Radical" CCaaS Migration, Shares Lessons

Watch on YouTube. CX Today's Charlie Mitchell hosts Edgar Polak, IT Area Manager at DPG Media. We walk through DPG Media's CCaaS migration, and discuss: Challenge's of DPG Media's on-premises environm...

17 Elo 202316min

Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People

Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People

Watch on YouTube. CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works. We consider Lighthouse Works' strategy to create more career opportunities for the blind and vis...

15 Elo 202316min

BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM

BIG CX News - The Latest on Microsoft Sales Copilot, Salesforce AI Cloud, and Zoom In WFM

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 space - including ne...

11 Elo 202331min

Barnardo's Discusses Its CRM Selection Process and Implementation

Barnardo's Discusses Its CRM Selection Process and Implementation

Watch on YouTube. CX Today's Charlie Mitchell hosts Melissa Bell, the Executive Leader of Practice Quality at Barnardo's Australia. We discuss Barnardo's CRM implementation, considering: Why did Bar...

8 Elo 202312min

Streem-line Salesforce: Integrating Video for Enhanced Customer Experiences

Streem-line Salesforce: Integrating Video for Enhanced Customer Experiences

Watch on YouTube. CX Today's Charlie Mitchell hosts Mark Wood, Senior Product Manager at Streem. In this session, we discuss how businesses can add video to Salesforce, considering: Where can video ...

1 Elo 202320min

Heineken Introduces Its Customer-Centric Approach and Data Strategy

Heineken Introduces Its Customer-Centric Approach and Data Strategy

Watch on YouTube. CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company. We consider Heineken's evergreen strategy and how it helps to drives better cu...

31 Heinä 202310min

BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index

BIG CX News - The Latest on Verint's CCaaS Move & the Genesys Experience Index

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

11 Heinä 202316min

Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

Watch on YouTube. CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. We discuss Elsevier's contact center transformation journey, considering: Why did Elsevier decid...

10 Heinä 202316min