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June 01, 2026

Viewpoints

Upskilling, Not Just Automation, Will Define the Future of Customer Service

If organizations want service to become a driver of growth rather than just a cost center, they must equip agents to create value in every interaction.

AI Won't Save Your Contact Center If the Phone Call Doesn't Work

The best AI will not make a difference if calls drop, get misrouted, or don't satisfy the customer's request. (Featured on SmartCustomerService.com.)