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November 02, 2026

Viewpoints

Four Checks Before an AI Agent Pilot Gets 2027 Budget

Before an AI agent pilot gets 2027 budget, its sponsor should be able to show a runbook, a sample of the records the agent will read, a named owner who can pause it and a baselined number it will move within a quarter.

Transforming the Contact Center into a Strategic Business Advantage

Call centers have evolved from traditional customer support functions to strategic business drivers, combining technology with human expertise, tailored service models, and continuous performance evolution. (Featured on SmartCustomerService.com.)