Advice for CX in 2026: Keep Humans in the Loop while AI Agents Replace IVRs
By Jamie Cooper, Chief Product Officer, Natterbox
Challenge Solved: A New Perspective
Submitted by Ulysses Learning
The Collapse of Volume Hiring: Why Call Centers Must Shift From Quantity to Quality
By Walter Sabrin, Chief Talent Officer, Vensure Employer Solutions
The Human Touch Paradox: Why Premium Service Is the Next CCaaS Battleground
Submitted by Cloud Tech Gurus
The Art of the Possible: Why Forcing Customers to Change Channel to Pay Is Breaking Your CX
By Matt Taylor, Head of Solution Consulting, IPI
Contact Center AI: Transforming Challenges to Opportunities
By Matt Rocco, CEO, Etech Global Services
Fighting AI with AI: How Can Banks Outsmart the Rise of Voice Fraud in the Contact Center?
By Chris Adomaitis, Global Director, Solution Consulting, Omilia
Case Study: Operational Transformation in Home Services
Submitted by CH Consulting Group
Be Relentless in Serving Your Customers
By John Tschohl, Founder and President, Service Quality Institute
CCW Digital Report: Turn Insight into Advantage: How AI Memory Elevates the Customer Experience
Submitted by CCW Digital
Complimentary Webcast: Thursday, February 26th - 1pm Eastern - Preparing for the Future of WFM
articles continued on page 6 of the newsletter
From Peak Pressure to Predictable Performance: How Champion–Challenger Models Are Changing CX and Collections
By Dr. Louis Siebrits, Resolv.Global, Co-Founder
The Silent Revenue Killer Destroying Bottom Lines? High Turnover
Submitted by Elvee {formerly Curve Tech}
Press Release: Tendfor Launches Version 3.19 to Expand Omnichannel Messaging and AI-Driven Insights