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 Aug 20248min
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 Jul 202425min
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 Jul 202448min
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 Jul 202414min
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 Jul 202428min
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 Jul 202415min
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 Jul 20249min
Big CX News - The Latest the Microsoft Dynamics 365 Contact Center, NICE MPower, & Salesforce
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 ...
27 Jun 202444min
