Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
Valoir Principal Rebecca Wettemann explains why legacy contact center metrics like AHT and FCR no longer work.
Rob Wilkinson · 10 Feb 2026
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy
Rhys Fisher, Associate Editor at CX Today , sits down with Scott Doherty, WFM Consultant at Sabio , to unpack how workforce management has evolved from a b...
Rhys Fisher · 22 Jan 2026
Team Leader Burnout Risk: How Martin Teasdale Built a 683 Member Community to Fight Back
With 683 members across multiple countries, the Team Leader Community is addressing the coaching gaps, burnout risks, and support deficits that contact center operations worldwide are struggling with.
Thomas Walker · 22 Dec 2025
Diabolocom’s AI Revolution: Smarter Contact Centers, Happier Customers
Deputy Editor Rhys Fisher sits down with Jonathan Foureur, Head of AI at Diabolocom to explore the cutting-edge role of artificial intelligence in modern co...
Rhys Fisher · 24 Apr 2025
Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support
Watch on YouTube CX Today's Susie Harrison hosts EvaluAgent CCO James Marscheider and Archit Kumar, Partnerships Manager at Assembled . In this episode, we c...
Susie Harrison · 30 Sept 2024
5 Workforce Engagement Metrics You Need to Be Tracking
Watch on YouTube CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled , to cover the workplace engagement metrics you need to be...
Susie Harrison · 19 Aug 2024
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 di...
Charlie Mitchell · 30 Jul 2024
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 repla...
Charlie Mitchell · 23 Jul 2024
Agent Experience: The Secrets to an Engaged Contact Center Team - (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Matt Mckernan, SVP, Content Guru . The video forms part of our CX Trends series, where we deep dive into a se...
David Dungay · 1 Jul 2024
Introducing a New Browser That Guarantees a 20% Uplift in Contact Center Productivity
Watch on YouTube. CX Today's Charlie Mitchell hosts Mazy Dar, CEO of Here (formerly Openfin) . Here launched its Enterprise Browser at CCW 2024, promising a ...
Charlie Mitchell · 6 Jun 2024
The Contact Center Agent Experience: 3 Game-Changing New Solutions
Watch on YouTube. CX Today's Charlie Mitchell hosts Pete Brown, a CX & Customer Engagement Expert at Cisco . After a quick overview of recent research into c...
Charlie Mitchell · 9 May 2024
Do You Agree? 4 Predictions for the Future of Contact Center WEM
Watch on YouTube. CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone . We make four predict...
Charlie Mitchell · 3 Apr 2024
AI in Workforce Engagement Management: What You're Missing, and What’s Coming
Watch on YouTube. Watch our on-demand webinar, hosted by CX Today's Charlie Mitchell , Amy Roberge, Head of Global CX Solutions Engineering at Zoom , and Jua...
Charlie Mitchell · 22 Feb 2024
Generative Conversational AI: Ethical Guidelines for Customer Experience Teams
Watch on YouTube. CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY . We discuss some of the ethics of deploying conversa...
Charlie Mitchell · 3 Nov 2023
Empowering and Engaging the Modern Contact Center Agent
CX Today's Charlie Mitchell hosts Brian Poelman, Vice President at KellyConnect . In this session, we consider how to understand and manage the contact cente...
Charlie Mitchell · 6 Sept 2023
Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People
Watch on YouTube. CX Today's Charlie Mitchell hosts Kyle Johnson, President & CEO of Lighthouse Works. We consider Lighthouse Works' strategy to create more ...
Charlie Mitchell · 15 Aug 2023
Big CX Update: EvaluAgent
Watch on YouTube. CX Today's Charlie Mitchell hosts Garth Hinkel, Chief Technical and Product Officer at EvaluAgent for the latest in our Big CX Update serie...
Charlie Mitchell · 10 Jul 2023
3 Contact Center Agent Trends for 2023 (and How to Address Them!)
Watch on YouTube. CX Today's Charlie Mitchell hosts Garry Gormley, Founder of FAB Solutions. In this session, we break down the following three contact cente...
Charlie Mitchell · 2 Mar 2023
Making the Case for Converging Customer and Employee Experiences
Watch on YouTube . CX Today's Charlie Mitchell hosts Jono Luk , Vice President of Product Management at Webex , discussing how businesses are converging CX a...
Charlie Mitchell · 22 Dec 2022
The Impact of Digital on Customer Experience
Graeme Gabriel, a WFO Consultant at NICE, discusses the shift to digital customer experience and the impact that has on service teams.
Rob Scott · 11 Feb 2022
How the Shift to Digital has Impacted Remote Working
Watch on YouTube. In this session we discuss the following: The challenges agents are facing while working from home What solutions can help them overcome th...
Carly Read · 25 Aug 2021
How Solving Agent Experience Challenges Improves CX
Watch on YouTube In this session we discuss the following: The importance of Agent Experience How does Agent Experience impact Customer Experience Driving CC...
David Dungay · 20 Aug 2021
Cirrus: EX and the Power of the Super Agent
Watch on YouTube In this session we discuss the following: Cause of high staff turnaround in contact centres and what can be done to combat this Whether the ...
Carly Read · 5 Aug 2021
Keeping Agents Engaged Post-Pandemic
Watch on YouTube In this session we discuss the following: Agent productivity and the impact of the pandemic Helping agents overcome feelings of isolation Wh...
Carly Read · 12 Jul 2021