Expert Advice

Kate Leggett

AI Agents Will Dramatically Impact Customer Operations. Invest in Training And Upskilling to Manage This Transition

Managing workforce evolution in the wake of AI is often much harder than introducing new technology, so start planning now.

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.

More Expert Advice

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.

More Vendor Views

News Briefs

More News Briefs

NiCE and Customers Prove Success from AI at NiCE World

June 10, 2026

NiCE World speakers highlight returns from AI when many other companies are struggling to find ROI. (Featured on DestinationCRM.com.)

More News Features

Email Newsletter

Email:

	Smart Customer Service eWeekly Receive customer service news, trends, and analysis, plus expert advice.
	Smart Customer Service Bulletin Periodically, get important offers from SmartCustomerService.com or our advertising partners.