Challenge Solved: Coaching vs. Therapy: A Primer
Submitted by Ulysses Learning
From Peak Pressure to Predictable Performance: How Champion–Challenger Models Are Changing CX and Collections
By Dr. Louis Siebrits, Resolv.Global, Co-Founder
Case Study: Major BPO Doubles Dial Conversions With Trusted Call Completion®
Submitted by Quality Voice & Data
The Power of Thank You: The Real Reason Contact Center Employees Stay
By Raz Dar, CEO, Elvee
Why Your AI Is Failing, And Why Knowledge Management Is The Real Fix
Submitted by Cloud Tech Gurus
2026: A Transformational Year for the Contact Center
By Jurgen Hekkink, Head of Product Marketing, AnywhereNow
The CX Trends Reshaping 2026 as Customers Move Faster and Expect More
By Erika Rollins, VP Marketing and Customer Experience, CTM
The State of Engagement in Remote & Hybrid Contact Centers
Submitted by WFH Alliance, Jeremy Hyde President
A New Year, A New You: Ring it in With a Plan to Achieve Success
By John Tschohl, Founder and President, Service Quality Institute
Spotting the Signs of Sight Loss at Work: When to Suggest a Workplace Assessment
By Daniel Morgan-Williams, Founding Director, Visualize Training and Consultancy
Stop Chasing AI Hype and Start Building Strategy
By Jon Burghart, Chief Revenue Officer, AnywhereNow
Complimentary Webcast: Thursday, February 26th - 1pm Eastern - Preparing for the Future of WFM
Articles continued on page 6 in the January 2026 Newsletter
Culture First: Why We Hire for Attitude Over Experience
By Walter Sabrin
Navigating AI Regulations in Customer Service Delivery
By Jennifer Lee, Intradiem
Cutting Call Abandonment from 14% to Less Than 3% to Stay Onshore
Submitted by Insightful
Breaking Through Barriers: Why Call Centers Need Multilingual Texting
By Sean Roy, Dialog Health
Transforming Financial Services with Conversational AI: A New Era of Customer Experience
By Claudio Rodrigues, Omilia