Supporting the Contact Centre Agent of the Future
CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Genefa Murphy, Chief Marketing Officer at Five9. In this session, we discuss the following trends: How the contact centre agent role is changingWhich agent support technologies are coming to the fore?Exciting agent experience trendsHow Five9 is evolving to meet these trendsAgent of the future predictionsIf you're looking for more information on this topic, visit this page. Thanks for watching, if you’d lik...
7 Loka 202217min
The Future of Voice
CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer, Sabio. In this session, we assess the future of voice in CX, discussing: The role of voice in CXVoice innovations, from bots to biometricsHow smart speakers may change CXPredicts for the future of voiceIf you're looking for more information on this topic, visit this page. Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twi...
5 Loka 202219min
Integrating Microsoft Teams Into the Contact Center: A Microsoft Engineer's Advice
CX Today's Charlie Mitchell hosts Shervin Shaffie, Principal Technical Specialist at Microsoft. In this session, we consider how to integrate Microsoft Teams with the contact center, discussing: Why should contact centers consider integrating Teams into their technology stack?The three models for integrating Teams into the contact center (Connect, Extend, and Power)How can contact centers determine the right option for them?The launch of Microsoft's own contact center, with embedded Teams cap...
27 Syys 202216min
Assessing AI Maturity in the Contact Center
CX Today's Sandra Radlovački hosts Antonio Gonzalez, Senior Manager of Industries Research & Insights, Talkdesk. In this session we discuss the following: What is curbing contact centre leaders' AI ambitions?Top barriers to AI maturityHow do talent gaps affect AI deployment?What can companies do to become more AI mature?If you're looking for more information on this topic, visit this page. Thanks for watching, if you’d like more content like this, don’t forget to SUBSCRIBE to our channel....
26 Syys 202213min
Making Magical Moments in CX
CX Today's Rob Scott hosts Gayathri Krishnamurthy, AVP, Product Marketing at RingCentral. It goes without saying that #contactcenter leaders need to create fast, responsive, and frictionless experiences for customers. Second, the ability to switch between channels is also quickly becoming table stakes in today's world. In this interview, we're going next level by discussing what happens when companies fuse #customerexperience with #employeeexperience for more memorable customer interac...
14 Syys 202217min
Who is Leading the Customer Engagement Platform Space?
CX Today's Charlie Mitchell hosts Mila D'Antonio, Principal Analyst at Omdia. In this session, we analyze Omdia's latest research into the customer engagement platform space, discussing: Why customer engagement platforms are so hot right nowWhat typically sets market leaders apart?Surprising findings within the Omdia reportThe future of customer engagement platformsIf you're looking for more information on this topic, visit this page. Thanks for watching, if you’d like more content like this,...
8 Syys 202211min
Understanding Customer Intent in the Contact Centre
CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio. In this session, we discuss the following: Why is capturing customer intent so important?What process do you recommend for capturing customer intent?How should a contact centre analyse customer intent to drive value?What positive results have Sabio customers realised from actioning customer intent insights?If you're looking for more information on this topic, visit this page. Thanks for watching, if ...
1 Syys 202217min
