Metric Sherpa on CX Today
11 stories · 2 in 2026 · 1 in the last 90 days · 0 sponsored
CX Today coverage mentioning Metric Sherpa, newest first. Sponsored work is identified clearly on each story.
Stop Chasing Perfect Forecasts. Start Running a Service Team That Can Adapt in Real Time.
Metric Sherpa's Justin Robbins explains why contact centers must abandon static planning and embrace dynamic workforce orchestration to adapt
Justin Robbins · 10 min read · 14 Jul 2026
How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide
Six AI capabilities that measurably improve contact center agent efficiency in 2026 - with benchmarks, expert quotes, and buyer evaluation.
Sean Nolan · 11 min read · 24 Jun 2026
When Reality Fails to Meet Expectation: Sprinklr Study Uncovers Huge CX Flaw
A CX report has discovered that whilst 91% of businesses leaders believe they deliver consistent customer service, only 36% of customers agree. In the report...
Francesca Roche · 4 min read · 20 Oct 2025
The Cost of Ignoring the Contact Center in Customer-Facing AI Decisions
Not long ago, I spoke with a contact center leader who had just finished an “AI transformation.” On paper, it looked like a success. The vendor promised auto...
Guest Blogger · 4 min read · 19 Sept 2025
7 Best Practices for Building a Great Contact Center Culture in 2025
Building a great contact center culture is complicated. It’s not as simple as just walking into a space and being a cheerleader or focusing solely on being a...
Charlie Mitchell · 6 min read · 9 Jan 2025
7 Best Practices for Contact Center Workforce Management (WFM) in 2025
Since 2020, the contact center workforce management (WFM) space has shifted in two significant ways. First, the shift to remote work. The pandemic forced man...
Charlie Mitchell · 6 min read · 30 Dec 2024
6 Best Practices for the Work-From-Home (WFH) Contact Center in 2025
The pandemic forced everyone to work from home. Now that the health emergency is over, executives have choices again. With that choice, some are maintaining ...
Charlie Mitchell · 4 min read · 26 Dec 2024
7 Best Practices for Contact Center AI in 2025
In a recent Gartner study of 6,000 consumers, 64 percent preferred companies not to use AI, and 53 percent disliked AI so much they'd consider switching to a...
Charlie Mitchell · 7 min read · 23 Dec 2024
10 Best Practices for Contact Center Quality Assurance in 2025
Quality Assurance (QA) offers contact centers the chance to motivate agents, support their development, and monitor customer service delivery. As such, it’s ...
Charlie Mitchell · 6 min read · 23 Dec 2024
Introducing Contact Center Talk with Justin Robbins
With deep experience running contact centers, consulting customer service teams, and advising CCaaS vendors, Justin Robbins is one of the industry’s most rec...
Charlie Mitchell · 3 min read · 23 Dec 2024
Contact Centers! Are You Ignoring the Elephant In the Room?
In the contact center space, it's easy to ignore the elephant in the room: the obvious issues holding us back but that we choose to avoid. Recognizing this, ...
Charlie Mitchell · 1 min read · 28 Oct 2024