Five9 On How Contact Centers Can Sleigh the Holiday Season
CX Today6 Marras 2023

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 doing so, we discuss: The challenges for customer, agents, and the wider business How AI can tame those challenges Industry-specific considerations for retail and insuranceNon-AI-driven tools and tactics For more from the Five9 team, visit their website. Thanks for watching. If you...

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Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9

Big CX News - The Latest on NICE's New CEO, Salesforce's PredictSpring Acquisition, & Five9

Watch on YouTube. 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 news in the space, i...

29 Elo 202428min

Five Workforce Engagement Metrics You Need to be Tracking

Five Workforce Engagement Metrics You Need to be Tracking

CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking. Sam explains his top five and highlights some bonu...

19 Elo 20248min

3 Use Cases for GenAI in Contact Center Quality Assurance (with Demos!)

3 Use Cases for GenAI in Contact Center Quality Assurance (with Demos!)

Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. After an introduction to contact center Auto-QA, they discuss three use cases for generative AI (Gen...

30 Heinä 202425min

Big CX News - The Latest on the Google-HubSpot Fallout, Patagonia's Call Center AI Lawsuit, & More

Big CX News - The Latest on the Google-HubSpot Fallout, Patagonia's Call Center AI Lawsuit, & More

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 news in the space, including stories f...

24 Heinä 202448min

Comparing CCaaS Providers: What You Might Miss

Comparing CCaaS Providers: What You Might Miss

Watch on YouTube. CX Today's Charlie Mitchell hosts Blair Ferguson, Chief of Staff at ComputerTalk. We consider how contact centers often compare CCaaS providers, and what they might miss along the wa...

24 Heinä 202414min

Friend or Foe? AI & the Contact Center Agent

Friend or Foe? AI & the Contact Center Agent

Watch on YouTube. A 2023 study by Princeton University found that "contact center operators" top the list of occupations with the highest risk of being replaced by AI. Cue more doomsday headlines for ...

23 Heinä 202428min

Analyzing the 2024 Gartner Magic Quadrant for CPaaS

Analyzing the 2024 Gartner Magic Quadrant for CPaaS

CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS. Together, they discuss some o...

12 Heinä 202415min

Cognigy Shares Plans for AI Workforce of the Future Post Funding Round

Cognigy Shares Plans for AI Workforce of the Future Post Funding Round

Watch on YouTube. CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments. In this video, they cover: The involved Series C funding round process ...

1 Heinä 20249min