Founder and Principal Melissa Copeland weighs in on contact center trends in CMS Wire —specifically the potential for AI to enable smarter scheduling for employers and workers.

Good customer experience must take the customer, the company, and the employee into account. If you’re missing one of these things in building a customer experience, you’re doing it wrong and, most likely, your customers aren’t happy. Founder and Principal Melissa Copeland weighs in on this article from Information Week.

Founder and Principal Melissa Copeland contributed to this guide to Automatic Call Distribution (ACD), touching on critical considerations for integration.

Founder and Principal Melissa Copeland speaks about applications of AI.

Founder and Principal Melissa Copeland speaks about applications of AI.

Founder and Principal Melissa Copeland weighs in on brand loyalty in the travel industry.

Founder and Principal Melissa Copeland contributed to an article about how to switch cell phone carriers.

Founder and Principal Melissa Copeland weighs in on the best call center software right now.

Founder and Principal Melissa Copeland spoke about conversational intelligence and customer service for this piece in CMS Wire.