Stay in the Loop

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.