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.

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.

Redesigning the customer journey to improve empathy and strategic alignment in healthcare.

Optimizing customer touchpoints and cost efficiency for a growing pet retail chain.

Improving call center performance and service levels for a national meal delivery brand.

Optimizing BPO contracts to balance service quality and cost in healthcare.