2025 has been an outstanding year for webinars, as we continued to introduce new speakers and deliver fresh insights to our audience, exploring how cutting-edge technology and innovative operational strategies come together to address the industry’s most pressing challenges.
With that, we’re excited to reveal our Top Webinars of 2025!
Advanced Coaching Strategies for Contact Centre Leaders
This webinar focused on how modern contact centres can elevate coaching by blending AI-driven insights with strong human-centred leadership. It emphasized shifting from infrequent, long coaching sessions to short, regular “micro-coaching” moments that fit busy operations, and building a continuous learning culture where feedback, recognition, and development happen daily.
Speakers: Carolyn Blunt – Independent Consultant, MJ Johnson – AVP of Product Marketing, CallMiner and Rachael Trickey – Call Centre Helper
13th February 2025
Sponsored by CallMiner
Feedback: Attendees especially appreciated the webinar’s practical coaching tips, clear visuals, and valued the engaging discussions, polls, and audience interaction, as well as the presenters’ expertise, pacing, and depth of explanation. Many highlighted the strong AI insights, particularly the message that AI enhances coaching rather than replaces people, which helped build confidence in using new tools. Overall, the session was seen as informative, reassuring, and aligned with real coaching practices, offering useful ideas, guidance, and confirmation that current approaches in quality and coaching are on the right track.
The New Thinking for Contact Centre KPIs
The session delivered expert guidance on what “best practice” KPI frameworks should look like now: combining classic measures with modern, more customer-centric and strategic metrics, aligned with broader business and CX goals.
Speakers: Katie Stabler – CULTIVATE, Kevin McNulty – Talkdesk and Xander Freeman – Call Centre Helper
10th April 2025
Sponsored by Talkdesk
Feedback: Participants especially appreciated the engaging, enthusiastic speakers and the strong audience interaction, noting that both presentations offered valuable, thought-provoking insights. Many praised the fresh perspective on KPIs, including how traditional measures like FCR are evolving and how poorly designed KPIs can backfire. Katie’s storytelling and practical reframing of KPIs stood out as particularly impactful, while Kevin’s realistic, non-hyped explanation of agentic AI solutions was highlighted as clear, helpful, and easy to understand.
Boosting Agent and Team Leader Effectiveness in Customer Service
The webinar emphasized that improving team leader performance is one of the fastest ways to enhance overall customer service. It identified common challenges team leaders face, including administrative overload, insufficient training, technology frustrations, and an overemphasis on KPIs rather than coaching.
Speakers: Martin Teasdale – Team Leader Community and Get out of Wrap, Ian Chappell – Director of Consulting at Centrical and Megan Jones – Call Centre Helper
27th March 2025
Sponsored by Centrical
Feedback: Participants highlighted the insights on coaching across different generations, daily coaching practices, and the importance of investing in team leader training and development. The interactive elements, such as polls and opportunities to ask questions, were praised for keeping attendees engaged without interrupting the flow. Overall, the webinar reinforced the critical role of team leaders, offered concrete, actionable takeaways, and provided valuable perspectives on improving team performance, engagement, and leadership in contact centres.
Balancing Efficiency With Empathy in Customer Service
The webinar emphasized that empathy isn’t optional in contact centres – even when customers are under pressure (financial, emotional, or health‑related), agents must offer emotional support while still meeting efficiency and performance targets. The session outlined how organizations can design people, process and technology flows so that agents are empowered to show empathy when it matters: e.g. using AI or automation for routine tasks, so human agents can focus on emotionally complex or vulnerable cases – combining efficiency with humanity.
Speakers: Helen Beaumont Manahan – National Support Network, Sundeep Boughan – Puzzel and Xander Freeman – Call Centre Helper
18th September 2025
Sponsored by Puzzel
Feedback: Participants of the webinar valued its timely and relevant content, especially the practical guidance on balancing efficiency with empathy in customer service. They appreciated the clear, concise delivery, real-life examples, and actionable tips that could be applied in daily contact centre interactions. Many highlighted the emphasis on recognizing customer emotions while protecting agent wellbeing, the effective use of metrics alongside human outcomes, and insights on leveraging automation and AI to support empathetic service. The presenters’ authentic, conversational style and minimal sales focus were also praised, making the session engaging, realistic, and highly informative for improving both customer and agent experience.
Tips for Optimizing WFM in 2025
The webinar argued that workforce‑management (WFM) strategies needed to evolve to match the rapidly changing contact centre landscape, particularly hybrid working, digital channels, and rising AI capabilities. It explored how “traditional” scheduling and forecasting approaches are increasingly inadequate, and offered what “best practice in 2025” should look like: smart use of current technology, updated planning methods, and alignment between scheduling and real‑world demand.
Speakers: Juanita Coley – Solid Rock Consulting, Andrea Matsuda – NiCE and Xander Freeman – Call Centre Helper
5th June 2025
Sponsored by NiCE
Feedback: Participants in the webinar appreciated its global perspectives and practical insights, highlighting the engaging, interactive, and collaborative format. The presenters’ energy, clarity, and expertise were frequently praised, and attendees enjoyed hearing diverse experiences from other WFM professionals. Overall, the session was seen as highly informative, thought-provoking, and directly relevant to improving workforce management in contact centers.
Strategies to Maximize Contact Centre Performance
The webinar argued that successful contact centres in 2025 must balance three core areas – people, processes, and technology – to deliver both efficiency and a great customer experience.
Speakers: Garry Gormley – FAB Solutions, Martin Morris – Five9 and Rachael Trickey – Call Centre Helper
1st May 2025
Sponsored by Five9
Feedback: Participants appreciated that the webinar was brief yet comprehensive, delivering clear and concise information. They particularly valued the emphasis on AI as a tool to support agents rather than replace them, highlighting a practical and balanced approach to integrating technology in contact centres.
Boosting Customer Satisfaction in Contact Centres
The webinar focused on how contact centres can raise customer satisfaction by combining operational efficiency with a deeper understanding of customer pain points. It explored how outdated assumptions can hold teams back, and encouraged looking directly at what customers really experience.
Speakers: Mike Aoki – Reflective Keynotes Inc., Matt Clare – UJET and Rachael Trickey – Call Centre Helper
2nd October 2025
Sponsored by UJET
Feedback: Participants valued the webinar for its practical, actionable insights and real‑world examples, particularly the advice on handling upset customers, training, and using AI to improve contact centre operations. They appreciated the engaging, knowledgeable speakers, the interactive format allowing questions and audience tips, and the clear, detailed guidance that could be applied directly with their teams. Highlights included new KPIs informed by customer feedback, specific improvement steps, and the sharing of genuine experiences and perspectives from industry professionals.
Top Tips for Supporting Vulnerable Customers
The webinar explored how contact centres can more effectively support customers in vulnerable circumstances, ranging from physical disabilities to emotional or situational challenges, and argues that vulnerability should be treated as a dynamic, varied condition rather than a fixed label.
It also highlighted how technology can assist tools like speech analytics and predictive routing to help identify vulnerable customers and route them to the right agents, while historical call data can be used in training to illustrate good (and poor) handling of sensitive calls.
Speakers: Jenna Birchall – Vulnerability Consultant, Helen Pettifer Training Ltd and Richard Bassett – NICE and Megan Jones – Call Centre Helper
13th March 2025
Sponsored by NiCE
Feedback: Participants found the webinar highly informative and practical, appreciating both the expert advice and the tips shared by other contact centre professionals on handling vulnerable customers. Many highlighted the discussion on using AI and analytics to identify and support vulnerable customers, as well as insights on how automated services can enhance the customer journey.
Innovations and Trends for 2026 and Beyond
The webinar looked ahead to 2026 and explored how contact centres will evolve, especially through new technologies, shifting customer expectations, and smarter ways of working.
Speakers: Afshan Kinder – ICMI Thought Leader and co-author of 3 books – including ‘Call Centers for Dummies’, Garry Ovenell – Talkdesk and Megan Jones – Call Centre Helper
4th December 2025
Sponsored by Talkdesk
Feedback: Participants appreciated the webinar for its relevant, practical insights and balanced presentations, with no heavy sales focus. They valued the engaging panel discussions, diverse viewpoints on AI, and the moderator’s use of polls and audience interaction. Attendees highlighted the clear exploration of AI’s potential and future trends, including AI-to-AI transactions, and the structured approach showing how developments from 2024 and 2025 inform 2026 planning. The session’s actionable guidance on supporting teams with AI adoption over 30/60/90 days was also particularly well received.
Responsible AI in Customer Interactions: Compliance Without Compromise
The webinar focused on how contact centres can leverage AI responsibly while maintaining regulatory compliance and customer trust. It highlighted the use of “agentic AI” to support rather than replace agents, enabling smoother compliance processes and allowing staff to focus on human interactions. The session emphasized that well-designed AI workflows can streamline quality assurance, enhance efficiency, and improve customer experience, demonstrating that innovation and ethical, compliant practices can go hand in hand.
Speakers: James Edmonds – Duty CX, Jonathan Rosenberg – Five9 and Xander Freeman – Call Centre Helper
16th October 2025
Sponsored by Five9
Feedback: Participants appreciated the webinar for its clear and precise delivery, and easy-to-follow format. They valued the informative content and the speakers’ focus on promoting responsible and ethical use of AI as a tool to enhance customer experience.
Stay Tuned for Even More Webinars in 2026!
Keep a close eye on our webinars page to see what’s coming in 2026! And remember to subscribe to our newsletter and follow us on LinkedIn to be the first to hear about new and upcoming webinars!
Author: Rachael Trickey
Reviewed by: Xander Freeman
Published On: 19th Dec 2025 - Last modified: 23rd Dec 2025
Read more about - Expert Insights, Afshan Kinder, Andrea Matsuda, CallMiner, Carolyn Blunt, Centrical, Five9, Garry Gormley, Helen Beaumont Manahan, Ian Chappell, James Edmonds, Jenna Birchall, Jonathan Rosenberg, Juanita Coley, Katie Stabler, Martin Teasdale, Matthew Clare, Mike Aoki, MJ Johnson, NiCE, NiCE CXone, Puzzel, Richard Bassett, Sundeep Boughan, Talkdesk, UJET
