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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3 Contact Center Agent Trends for 2023 (and How to Address Them!)

3 Contact Center Agent Trends for 2023 (and How to Address Them!)

CX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions. In this session, we break down the following three contact center agent trends. Trend #1: Agents’ Increased Workload Trend #...

2 Maalis 202323min

6 Practical NLP Use Cases That Can Transform Contact Center Performance

6 Practical NLP Use Cases That Can Transform Contact Center Performance

CX Today's Charlie Mitchell hosts Jake Gardiner, a Senior Enterprise Account Director at Odigo. In this session, we break down the following six use cases for natural language processing (NLP) in the ...

27 Helmi 202313min

BIG CX News - The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS

BIG CX News - The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS

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 space - including new...

23 Helmi 202335min

Will CRM Systems Replace Contact Center Platforms?

Will CRM Systems Replace Contact Center Platforms?

CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM with swallow up contact center platformsIs the CRM a v...

17 Helmi 202311min

A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer

A ChatGPT-Powered Voicebot Demo and Conversation with the Microsoft Engineer

CX Today's Charlie Mitchell introduces a demo of a voicebot that combines Azure’s new Open AI platform with Azure Communication Services Call Automation and Azure Cognitive Services to excellent effec...

16 Helmi 202313min

Analyzing the Conversational AI Landscape with Bradley Metrock

Analyzing the Conversational AI Landscape with Bradley Metrock

CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we discuss: Bradley's Conversational AI Industry Landscape MapEmerging vendors within the mark...

13 Helmi 202315min

Create More 'Memorable' Customer Experiences by Using Remote Video

Create More 'Memorable' Customer Experiences by Using Remote Video

CX Today's Charlie Mitchell hosts Colin Shaw, Founder & CEO of Beyond Philosophy. In this session, we consider how brands can create more memorable customer experiences, discussing: The importance of ...

30 Tammi 202322min

Get Started with Video Customer Service

Get Started with Video Customer Service

CX Today's Charlie Mitchell hosts Jóhann Hannesson, Lead Product Manager at Streem. In this session, we discuss how businesses can get started with video customer service, considering: Where should c...

30 Tammi 202312min