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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limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%

limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%

Watch on YouTube. limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy. To dive deeper into how the hospitality giant achieved the result, CX T...

15 Touko 202419min

Bright Pattern 'Gets Real' on AI and Agent Assist

Bright Pattern 'Gets Real' on AI and Agent Assist

Watch on YouTube. CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern. In this session, we discuss the following: Where AI is having THE MOST impact in the contact center AI use c...

15 Touko 202410min

The Reasons Why Large Enterprises Haven’t Switched to CCaaS... Yet

The Reasons Why Large Enterprises Haven’t Switched to CCaaS... Yet

Watch on YouTube. According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure. That reflects the hesitancy that many contact centers - particularly...

13 Touko 202429min

It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand

It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand

Watch on YouTube. CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent. We reflect on the common thought among contact center leaders that "I need to invest more...

1 Touko 202412min

Achieving Next Gen CX With Customer Interactions Suite From Tata Communications

Achieving Next Gen CX With Customer Interactions Suite From Tata Communications

CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications. They deep dive on the Customer Interactions Suite from Tata Communications, ...

29 Huhti 202411min

Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?

Klarna's Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?

Watch on YouTube. CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus. We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the w...

8 Huhti 202416min

BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More

BIG CX News - Enterprise Connect 2024: The Roundup ft. Five9, Cisco, Salesforce & More

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analysts to dissect the latest stories from the sp...

5 Huhti 20241h 7min

Do You Agree? 4 Predictions for the Future of Contact Center WEM

Do You Agree? 4 Predictions for the Future of Contact Center WEM

Watch on YouTube. CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone. We make four predictions for the future of contact center workfo...

4 Huhti 202414min