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 It feels like outdated plumbing.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 ...

Jaksot(361)

Nectar: Digital Experience Insights from the IVR to the Agent

Nectar: Digital Experience Insights from the IVR to the Agent

CX Today's William Smith hosts Tim Armstrong, Vice President, Product & Marketing, Nectar.

6 Joulu 202111min

Optimising Conversations for Next-gen CX

Optimising Conversations for Next-gen CX

CX Today's Rob Scott hosts Andy White, CEO, at Contexta360.

3 Joulu 202117min

Conversation Analytics Platform and Autumn Release News

Conversation Analytics Platform and Autumn Release News

CX Today's Carly Read hosts Jeff Gallino, CTO, CallMiner.

2 Marras 202110min

Twilio Engage and the Importance of Personalised CX

Twilio Engage and the Importance of Personalised CX

CX Today's Carly Read hosts Paul Adams, Regional VP, UK & Ireland, Twilio.

29 Loka 20219min

Future-Proofing a Business with Omni-Channel

Future-Proofing a Business with Omni-Channel

CX Today's Carly Read hosts Jacob Borgeson, Product Marketing Director, Khoros.

25 Loka 20217min

Puzzel Extends Smart Experiences with Vergic Acquisition

Puzzel Extends Smart Experiences with Vergic Acquisition

CX Today's Rob Scott hosts Frederic Laziou, CEO at Puzzel and Alexander Lunde, Co-Founder at Vergic.

22 Loka 202111min

Health of the Contact Centre 2021: Agent Well-being and the Great Resignation

Health of the Contact Centre 2021: Agent Well-being and the Great Resignation

CX Today's William Smith hosts Calabrio's Ed Creasey, Director of Pre Sales and Graeme Meikle, WFM Consultant.

21 Loka 202111min

Language Operations: Multilingual Support with AI

Language Operations: Multilingual Support with AI

CX Today's William Smith hosts Vasco Pedro, Co-founder and CEO, Unbabel.

20 Loka 202118min