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September 28, 2026

Viewpoints

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. (Featured on SmartCustomerService.com.)

The Hidden Cost of Optimizing E-Commerce One Decision at a Time

Understanding customers is no longer enough if the business can't connect that understanding to the decisions that shape the experience they actually receive.