Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?
CX Today31 Maalis 2025

Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles?

AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact. Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper. During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including: Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Pat...

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Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support

Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support

CX Today's Susie Harrison hosts Evaluagent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled. In this episode, we consider: The top-line benefits of integrating QA and performa...

30 Syys 20249min

Big CX News - A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More

Big CX News - A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More

Watch on YouTube. CX Today's Charlie Mitchell presents a rundown of Dreamforce 2024, Salesforce's hallmark annual event. He's joined by five prominent CX analysts to dissect the headlines, including: ...

26 Syys 202444min

How to Get the Most Value from Your CCaaS Investment

How to Get the Most Value from Your CCaaS Investment

CX Today's Charlie Mitchell hosts Jo Sverre Lindem, Chief Customer Officer at Puzzel. We consider how contact centers can get the most out of your CCaaS investment, discussing: Where have many CCaaS p...

24 Syys 202418min

Challenges & Opportunities: What Has 2024 Taught Us About AI in Contact Centers?

Challenges & Opportunities: What Has 2024 Taught Us About AI in Contact Centers?

CX Today's Charlie Mitchell hosts Steve Blood, VP of Market Intelligence and Evangelism at Five9. We reflect on 2024, considering the challenges and opportunities of contact center AI. In doing so, we...

23 Syys 202420min

How to Navigate the Transition from On-Premise to Cloud Contact Centers

How to Navigate the Transition from On-Premise to Cloud Contact Centers

CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud. In this conversation we cover: The reasons enterprises stay on-prem or move to the cloud...

19 Syys 202412min

GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations

GenAI in the Contact Center ComputerTalk Shares Its Latest Innovations

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk. We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contac...

18 Syys 20249min

How Personal AI Agents are set to Transform CX

How Personal AI Agents are set to Transform CX

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa. In this episode, we consider: Market changes in customer support and how businesses can prepare for them, both physically and...

18 Syys 20247min

Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)

Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE. After an introduction to the NICE ElevateAI, we discuss: How to set up ElevateAIThe GenA...

17 Syys 202425min