CX Today
News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.
Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team.
Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
CX Today
Contact Center Trends for 2025: What's Hot and What's Not?
Use Left/Right to seek, Home/End to jump to start or end. Hold shift to jump forward or backward.
CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive.
We introduce a host of contact center trends for 2025. Before focusing on four specifically:
1. Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows.
2. Conversational Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and how it can deliver deep insights into customer sentiment.
3. Agent Assist: Hear Simon’s take on how real-time support tools powered by AI are helping agents handle complex queries while combating burnout.
4. Automated QA: Explore how advancements in quality assurance now provide smarter evaluations, reducing costs and driving better customer interactions.
Simon also dives into the nuances of why these trending tools are gaining traction, the challenges they solve, and their impact on the contact center of the future.
Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #enghouse
For more Customer Experience tech news, visit: https://www.cxtoday.com