Expert Advice

Donna Fluss

AI Makes WFM More Essential

Workforce management has become the operational intelligence layer for managing hybrid human/AI workforces. (Featured on DestinationCRM.com.)

Braden Kelley

Stop Funding Hope: How Customer Service Leaders Can Quantify Experience ROI

Most organizations underinvest in customer experience (CX) not because they doubt its value, but because service leaders rarely translate CX improvements into finance-ready estimates of retained revenue and reduced cost-to-serve.

Brad Fager, Christopher Sladdin, Daniel O'Sullivan, Emily Potosky

Meet Your Next Customer: An AI Agent

The most important customer interaction might not begin with a person reaching out for help. It might begin with an AI agent knocking on your front door.

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Vendor Views

Justin Vuono

The Contact Page Is Part of Customer Service

A contact page should route a customer to the right answer with the same care as a phone tree or service desk, yet many companies treat it as an afterthought.

Gidi Adlersberg

The CRM Says Resolved, But Voice AI Says Otherwise

Voice AI can detect patterns that single-call analysis never could.

Chase W. Hughes

Your Containment Rate Can't See the Agent Who Did Nothing

Containment, handle time, and quality monitoring all read the conversation, not the system of record, so an autonomous agent that closes a ticket without doing the work scores better than one that escalates honestly, and service organizations should be measuring verified completion instead.

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News Briefs

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Essent Cuts Contact Center Costs in Half with Genesys Cloud

October 07, 2026

Cloud migration leads to zero critical incidents while transforming agent satisfaction.

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