Integration is just the enabler. Learn how to build a funded business case for AI, ensure data quality, and prove ROI in your contact center transformation. 

Melissa Copeland predicts 2026 as the year AI shifts from a tool to an autonomous operational partner. Discover how "outcome-forward" design will replace traditional surveys and redefine workforce roles.

Melissa Copeland reflects on 2025 as the year AI revealed a hard truth: accessibility is not usability. While automation is easier than ever to deploy, skipping foundational work leads to "plug and pray" failures. Explore why the winners of 2025 weren't the first movers, but those who fixed their business foundations before scaling.

A failed Office Depot order shows how traditional automation falls short—and how agentic AI could have saved the sale by resolving issues proactively and contextually.

From desk phones to cloud-native platforms, this article breaks down SaaS, UCaaS, and CCaaS—and why the shift to cloud is redefining how contact centers operate.

A 5K run at CCW turned into a candid conversation about AI, tech stacks, and the real challenges of adoption. Sometimes, the best insights come from unexpected places.

Early adopters of AI in contact centers reveal what works, what doesn’t, and how to build a roadmap for successful implementation, adoption, and measurable impact.

AI is transforming customer service roles—but it’s not about replacing people. Learn how to implement AI with empathy, clarity, and a plan that supports your team through change.

Implementing new contact center tech is just the beginning. Learn how to build a support model that keeps your platform running smoothly and prepares your team for long-term success.

A travel mishap reveals how simple tech like AirTags outperforms fragmented customer service systems—and what contact centers can learn from it.

2024 brought major shifts in contact center tech—but many businesses missed the mark. This recap explores what went wrong and how poor implementation led to bad customer service.

2025 is the year to fix what went wrong in 2024. Learn how to improve customer service with better knowledge management, tech integration, and workforce upskilling.

Customers now turn to YouTube and Google before calling support. Learn how smart brands are adapting their customer service strategy to meet users where they search first.

A personal story about navigating mansplaining becomes a leadership lesson in communication, culture, and empowering frontline teams in contact centers.

Boosting call center efficiency and satisfaction through AI, automation, and omnichannel strategy.

Accelerating transformation through mindset, behavior change, and strategic alignment.

A strategic guide to call center outsourcing for cost savings, scalability, and customer satisfaction.

A step-by-step guide to improving call center efficiency, agent performance, and customer satisfaction.

Exploring contact center AI trends, pitfalls, and the need for process-driven implementation.

Enhancing contact center performance with AI-powered monitoring and real-time analytics.