Expert Advice

Christopher Sladdin, Daniel O'Sullivan, Brad Fager, Devra Struzenberg

The Rise of the AI Customer: How Service Leaders Should Prepare Now

Organizations should selectively enable AI-driven interactions while implementing appropriate risk mitigation measures.

Donna Fluss

Operational Minimalism: An Essential Discipline for AI-Centric CX Organizations

The payoff from operational minimalism is immediate: Employees are empowered, errors decline, cost to serve decreases, and customers get the service they expect.

Donna Fluss

AI Makes WFM More Essential

Workforce management has become the operational intelligence layer for managing hybrid human/AI workforces. (Featured on DestinationCRM.com.)

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Vendor Views

Jayson Cummins

Transforming the Contact Center into a Strategic Business Advantage

Call centers have evolved from traditional customer support functions to strategic business drivers, combining technology with human expertise, tailored service models, and continuous performance evolution.

James Cadman

Beyond CSAT: Measuring What Really Drives Customer Growth

Customer service success should be measured not just by how satisfied customers are today but by the business value they continue to realize over time.

Ali Merchant

We Keep Hiring Engineers to Fix an Operations Problem

Contact center AI projects fail after go-live, and the right people need to be in place to catch that and take action.

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News Briefs

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eSkill Launches Linea Sample Contact Center Hiring Solution

October 28, 2026

eSkill's Linea Sample is a work simulation tool that helps employers identify qualified customer-facing candidates.

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