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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Generative AI In Conversational Analytics: A Demo & Discussion

Generative AI In Conversational Analytics: A Demo & Discussion

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who ...

12 Maalis 202412min

The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot

The Latest on Oracle's New Communications Platform, High-Profile Chatbot Fails, & HubSpot

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

29 Helmi 202425min

5 Customer Experience Trends for 2024 & Beyond

5 Customer Experience Trends for 2024 & Beyond

Watch on YouTube. CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he's joined by: Nick Delis, Senior Vice President of Internat...

22 Helmi 202451min

Zoom's New CCaaS Packages: An Inside Look

Zoom's New CCaaS Packages: An Inside Look

Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineeri...

12 Helmi 202421min

The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI

The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI

Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Recognizing this, we sat down with Brandon Kn...

1 Helmi 202421min

CCaaS: Where Are We Now & Where Are We Heading

CCaaS: Where Are We Now & Where Are We Heading

Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET. In this session, we discuss the evolution of the CCaaS market, considering...

29 Tammi 202425min

AI in the Contact Center: The Opportunities, Risks, and Rewards

AI in the Contact Center: The Opportunities, Risks, and Rewards

Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering: The risk...

29 Tammi 202411min

BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

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 stories from the spa...

24 Tammi 202423min