Expert Advice

Kathy Ross, Emily Potosky

Upskilling, Not Just Automation, Will Define the Future of Customer Service

If organizations want service to become a driver of growth rather than just a cost center, they must equip agents to create value in every interaction.

Steve Morrell

How AI Can Help You Serve Vulnerable Customers More Effectively

AI can detect vulnerable customers, but humans are still needed to respond appropriately.

Max Ball

Sometimes It Isn't Easy to Automate Simple Things

Adding a room night to my hotel reservation should have been an easy task, but automation might not be able to handle it.

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Vendor Views

Anthony Gregory

Why 95% of AI Pilots in Call Centers are Quietly Failing and What the 5% are Doing Differently

Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains.

Christine Ramsey

AI Won't Save Your Contact Center If the Phone Call Doesn't Work

The best AI will not make a difference if calls drop, get misrouted, or don't satisfy the customer's request.

Henrik Roth

Why Contact Center AI Keeps Giving Wrong Answers (And the Three Documentation Fixes That Restore Accuracy)

Most contact center AI failures trace back to stale source content in the help center, not to the model, and three operational fixes restore accuracy without buying anything new.

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News Briefs

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Location Becomes Less Important in Outsourcing Decisions

June 03, 2026

Despite a push to repatriate contact center jobs, companies are placing other considerations above country. (Featured on DestinationCRM.com.)

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