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10
AUGUST 2026
INSIDE THE ISSUE...
TRAINING EVERY AI HANDOFF IS AN ESCALATION
REAL ANSWERS FOR REAL CX QUESTIONS
14
17
AGENT PERFORMANCE THE ILLUSION OF COMPETENCE
CONTACT CENTER EMPLOYMENT COULD AI ELIMINATE ENTRY-LEVEL JOBS?
MAKING TIME FOR TRAINING HOW TO JUSTIFY HAVING YOUR AGENTS OFF-HOOK / OFFLINE.
BY BRENDAN READ CONTACT CENTER PIPELINE; Q & A WITH DAN SMITLEY
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ILLUSTRATION PROVIDED BY ADOBE IMAGES
COACHING
FOCUS ON THE BASICS!- PAGE 24
TECHNOLOGY DEPLOYMENT
STOP DEPLOYING AI IN YOUR CONTACT CENTER!- PAGE 28
ARTIFICIAL INTELLIGENCE
LEADING THROUGH THE AI SHIFT- PAGE 31