Our August issue centers around two ongoing management issues. First, training: making time for training, your training program and AI, the impact of social learning, and AI simulation training. Or perhaps it is time to discuss technology and the fundamentals, the illusion of competence, and leadership through transition with your team.
We have a great team of thought leaders this month who contributed their insights to help navigate discussions with your management team.
Have a great month,
Linda
Table of Contents, August 2026
FEATURE ARTICLE
Making Time for Training
By Brendan Read; Q&A with Dan Smitley
How to justify having your agents off-hook/offline.
TRAINING
Every AI Handoff Is an Escalation
By Mike Aoki
Is your training ready?
AGENT PERFORMANCE
The Illusion of Competence
By Dina Vance
Why knowledge alone does not drive performance.
CONTACT CENTER EMPLOYMENT
Could AI Eliminate Entry-Level Jobs?
By Stephane Rivard
Why and how human agents can work with AI.
LEADERSHIP
“Groundhog Day” in the Contact Center
By Kathryn E. Jackson
The technology changes. The lessons don’t.
COACHING
Focus on the Basics!
By Brendan Read; Q&A with Laura Sikorski
Look beyond AI at the real needs and methods.
TECHNOLOGY DEPLOYMENT
Stop Deploying AI in Your Contact Center!
By Charlie Adams
Until you’ve read this article.
ARTIFICIAL INTELLIGENCE
Leading Through the AI Shift
By Andy Freed
How coaches and supervisors can help agents.
LEARNING
Scaling Tacit Knowledge in Contact Centers
By Todd Moran
How social learning cultivates lifelong learners.
A special thank you to our authors this month for sharing their insights and wisdom: Charlie Adams, Mike Aoki, Sam Dorison, Andy Freed, Kathryn E. Jackson, Todd Moran, Brendan Read, Stephane Rivard, Dan Smitley, Dina Vance.
Sincere appreciation to our vendor community: Ada, CallMiner, Centrical, Cognigy, Human Numbers, Khoros, MediaShark, MediaSmith, Modulate, NiCE, NP Digital, Regal, Strategic Contact, SuccessKPI, Walker Sands, Webex, and Xima Software.
