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 It feels like outdated plumbing.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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The Latest on Zoom's AI Assistant, Twilio's Losses, & a Possible RingCentral-8x8 Merger

The Latest on Zoom's AI Assistant, Twilio's Losses, & a Possible RingCentral-8x8 Merger

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...

2 Kesä 202323min

The Latest Big CX News on Private GPT, Alexa 2.0 & the 'Godfather of AI'

The Latest Big CX News on Private GPT, Alexa 2.0 & the 'Godfather of AI'

Watch on YouTube. CX Today’s Charlie Mitchell presents the latest trending news from the conversational AI space. He’s joined by four of the brightest minds in conversational AI to dissect the latest ...

16 Touko 202333min

What's Next for Avaya After Chapter 11 Bankruptcy?

What's Next for Avaya After Chapter 11 Bankruptcy?

Watch on YouTube. CX Today's Charlie Mitchell hosts Liz Miller, VP and Principal Analyst at Constellation Research. We consider the emergence of Avaya from Chapter 11 bankruptcy, discussing: Top take...

15 Touko 202319min

Will ChatGPT Help Solve My Most Pressing Contact Center Problems?

Will ChatGPT Help Solve My Most Pressing Contact Center Problems?

Watch on YouTube. CX Today's Charlie Mitchell hosts Pierce Buckley, CEO & Co-Founder at babelforce. We break down how contact centers may use ChatGPT now and in the future. In doing so, we discuss: T...

9 Touko 202322min

Sprinklr Is In the CCaaS Market, and It's Not Here to Play Around

Sprinklr Is In the CCaaS Market, and It's Not Here to Play Around

Watch on YouTube. CX Today's Charlie Mitchell hosts Ragy Thomas, Founder & CEO of Sprinklr. We discuss the current state of contact center experiences, and Sprinklr's battle to change the status quo. ...

28 Huhti 202317min

Beyond the Code: Empowering Women in Non-Technical Roles in Technology

Beyond the Code: Empowering Women in Non-Technical Roles in Technology

Clare Muscutt, Founder, Women in CX hosts Ejieme Eromosele, GM EMEA, Quiq, Charlotte Kennett, Sr. Director, SS&C Blue Prism, Laura Campbell, Strategic Business Development Director, ASAPP & Jennie Lew...

20 Huhti 202338min

The Latest BIG News Meta, Qualtrics, and Salesforce - CX Today News

The Latest BIG News Meta, Qualtrics, and Salesforce - CX Today News

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...

3 Huhti 202322min

Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023 - CX Today News

Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023 - CX Today News

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we evaluate the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023, discus...

21 Maalis 202315min