Melissa Copeland shares insights in CMSWire on how CRMs and AI shape the digital experience stack. Learn what sits at the center of customer data and personalization.

Melissa Copeland shares insights in CMSWire on how CCaaS platforms offer flexibility, visibility, and cost efficiency. Learn what to look for when choosing a provider in 2025.

Melissa Copeland shares QA strategies in CMSWire, highlighting how AI enables full call review and how composite scoring improves agent coaching and customer outcomes.

Melissa Copeland shares insights in Computerworld on how Google’s ad placement in AI chats may impact user experience, trust, and brand engagement.

Melissa Copeland shares insights in CMSWire on how AI is reshaping contact center roles, improving scheduling flexibility, and enhancing customer service efficiency.

Melissa Copeland shares insights in InformationWeek on how to design exceptional customer experiences by aligning customer, company, and employee perspectives.

Melissa Copeland contributes to CMSWire’s guide on Automatic Call Distribution (ACD), offering expert insights on how ACD improves agent efficiency and customer satisfaction.

Melissa Copeland contributes to CXDive’s coverage of how Brightcove used generative AI to transform customer support. A look at real-world impact and strategic applications.

Melissa Copeland shares insights in AP News on how contact center teams can maintain great customer service during the holidays—even when facing stress and difficult interactions.