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Call Centers — Archive · Vol 343 Issue 3

4 articles that week

Forrester, Friday, October 23rd, 2026

Aspirational CX strategies have relied on employee judgment, and AI agents need explicit trade-off rules that expose those gaps.

TechTarget, Thursday, October 22nd, 2026

ICMI co-founder Brad Cleveland says contact center AI helps, but most leaders report workloads rising, not falling.

Customer Experience Dive, Tuesday, October 20th, 2026

Disconnected back-end systems still undermine customer service and AI agent rollouts, and only 5% of firms have fully integrated customer functions.

Contact Center Pipeline, Tuesday, October 20th, 2026

Using AI only to cut service costs breaks trust; mass-market customers want low effort plus a clear handoff to a human.