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In 2026, the question isn’t if you need a contact center solution integrated with Salesforce. It’s how deep that integration goes. When evaluating Salesforce contact center solutions in 2026, the friction points are no longer just about call quality or basic routing. They are about data silos. When your voice data lives in one cloud […]

The era of the “Press 1 for Sales, Press 2 for Support” IVR is effectively over. Customers today expect immediate answers, not a maze of menus. Yet, for many Customer Support Managers, shifting to Conversational AI by building a voice-based AI experience feels like a leap into the dark. Building a voice experience is fundamentally […]

The old model of global customer support (hiring native speakers for every target language or relying on clunky, high-latency translation layers) is mathematically unsustainable. For years, “multilingual support” meant one of two things: expensive specialized BPOs or a robotic voice that paused for three seconds to translate “Hello” into “Hola.” Neither is acceptable in 2026. […]

Modern retail leaders face a paradox: customer expectations for speed and personalization are at an all-time high, yet the pressure to control operational costs has never been more intense. For years, the “solution” was simply hiring more agents for peak seasons—a linear scaling model that is no longer financially sustainable. Today, retailers are managing omnichannel […]

The “Sticker Price” Trap: Why Your Agentic AI Pricing Model Matters More Than the Rate For a Director of Customer Support, the promise of Agentic AI is simple: break the linear relationship between revenue growth and headcount costs. You need to handle 20% more volume without hiring 20% more agents. But if your AI pricing […]

Healthcare providers are currently operating under an unsustainable model. Patient expectations for immediate, personalized access are rising, yet staffing shortages and burnout are at critical levels. The traditional solution (hiring more staff to handle increased call volume) is no longer mathematically viable because linear scaling constraints destroy margins. Conversational AI represents a strategic shift in […]

For modern talent acquisition teams, the math often doesn’t add up. Application volumes are skyrocketing, but the size of the recruiting team remains flat. You are expected to screen more candidates, schedule more interviews, and reduce time-to-hire, all while delivering a “white glove” candidate experience. The result is a familiar operational bottleneck: recruiters spend hours […]

For years, customer support leaders faced a rigid trade-off: you could offer personalized, high-touch support, or you could offer fast, automated scale. You rarely got both. Early chatbots promised to fix this but often delivered frustration—rigid decision trees that failed the moment a customer went off-script. Today, the technology has matured. We have moved from […]

Contact centers are facing a math problem they can’t hire their way out of. For years, support teams operated on a model of linear scaling: as customer interactions grew, headcount had to grow with it. Today, that equation is broken. Rising interaction volumes and flat budgets mean leaders must find a way to decouple revenue […]