There is just something special about the first days of a new year. I love that we are facing a new, blank slate. A new beginning. There is something special about a whole new year unfolding ahead, all 365 days!
One of my favorite articles of the year is always our “Moving Forward” article. It is when our Advisory Board and authors provide their advice and guidance on the road ahead. Predictions on AI, staffing, virtual assistants, customer experiences and customer pain, customer safety, legislative impacts on our centers, and so much more. We are fortunate to have our visionaries share their insights on how best to manage and move forward in 2026.
Thank you for being a part of our community. Your support means the world to us. I wish you all the best in 2026.
Linda
Table of Contents, January 2026
FEATURE ARTICLE
Moving Forward: What Will 2026 Bring For Contact Centers?
By Brendan Read; Q&A With Advisory Board
Our Advisory Board shares timely insights to take into the New Year.
FROM THE SIDELINES
The “Little Bill”
By Kathleen M. Peterson
That says a lot.
ARTIFICIAL INTELLIGENCE
Looking Beyond the AI Hype
By Jim Iyoob
What AI can actually deliver in contact centers.
IT CX
When IT Needs Support…
By Brendan Read
How automation, including AI, helps people help people.
RETAIL
Retail’s Loyalty Crisis
By Vasili Triant
Why excellent AI-driven customer service is the new storefront.
BUSINESS PROCESS OUTSOURCING
Moving to BPO-Hosted Voice AI?
By Davit Baghdasaryan
Risks, reality, and the path forward.
VIRTUAL ASSISTANTS
Mastering the Live Agent Transition
By Pranav Dalal
And how to simultaneously enhance VA efficiency.
CUSTOMER JOURNEY
The GPS for the CX
By Mike Bawn
How journey orchestration drives CX quality.
CUSTOMER TRUST
Why Trust is a Must in CX
By Ljubiša Velikić
And why customer safety is key.
STAFFING
The Workforce Implications of AI
By Brendan Read; Q&A with Tony Graczyk
The benefit of AI for agents and supervisors.
INSIDE VIEW
Is AI Contact Center-Ready?
By Brendan Read; Q&A with Vigneshwaran Jagadeesan Pugazhenthi
The answer appears to be yes: if organizations understand its true value.
CUSTOMER SERVICE
Relieving Active and Latent Customer Pain
By Jason Barr
Why contact centers must treat both for healthy CXs.
AVAYA USERS
Avaya at a Crossroads
By Tom Hanson
Will Avaya modernize as its enterprise customer users expect?
A special thank you to our authors this month for sharing their insights and wisdom: Davit Baghdasaryan, Jason Barr, Mike Bawn, Pranav Dalal, Tom Hanson, Jim Iyoob, Kathleen M. Peterson, Brendan Read, Vasili Triant, and Ljubiša Velikić.
Sincere appreciation to our vendor community: CallMiner, Centrical, Cognigy, eGain, Human Numbers, Khoros, MediaShark, MediaSmith, NICE, NP Digital, Regal, Strategic Contact, Verint, Walker Sands, Webex, and Xima Software.
