AI will not transform the contact center on its own. The real drivers of success are adoption, role clarity, and measurement discipline.
Posted April 10, 2026
Civilian-led denial-of-service attacks could leverage virtual assistants to bring down contact centers.
Posted December 01, 2022
Customer service agents need to be empowered in new ways to deal with customers looking for loneliness support.
Posted December 23, 2021
Virtual customers are coming; Customer service and support leaders must understand the challenges associated with them.
Posted July 26, 2019