Mark kicks off our top five most-read blog posts this month with his insights on how to best support your agents as they go “the extra mile” without compromising company policies, security, or agent wellbeing.
Next, Dina dives into the AI-human balancing act: using technology to assist, not replace, your agents so their heart and empathy shine through to create excellent customer experiences.
Cloud Tech Gurus explores how to reframe your CCaaS strategy through strategic human deployment.
Brad focuses specifically on the security, data privacy, and regulatory compliance barriers that remain to AI adoption.
To wrap things up, Pablo outlines how to tailor your customer service program for success in LATAM through a market-by-market approach.
The Extra Mile Has Rules
This year’s Customer Service Week theme is “The Extra Mile.” It’s an admirable cause, and something every agent and contact center leader should want for their team. But have we really considered what going the extra mile means in practice?
The AI-Human Balancing Act
We live in an era where the customer experience (CX) is being fundamentally reshaped by rapid advances in technology. Across industries, companies are investing heavily in AI, automation, chatbots, and data analytics.
The Human Touch Paradox
The contact center industry is experiencing a fascinating contradiction in 2026. While enterprises race to deploy AI agents and automation at unprecedented scale, a quieter revolution is unfolding: human service is being repositioned as a premium offering, and it’s working.
Can AI Pass The Checkpoints?
Industry hype around AI in customer service makes it seem as if every organization should already be running fully autonomous AI agents at scale. But the reality looks very different. AI can offer genuine productivity improvements for support operations. But adoption patterns need to follow security, compliance, and data privacy requirements that act as checkpoints to safeguard customers, users, and organizations.
How Best to Serve LATAM Customers
For many global brands, Latin America or LATAM is still treated as a single contact center market. It isn’t. The region spans dozens of countries with distinct languages, dialects, cultures, labor markets, regulatory environments, and levels of digital maturity. Yet too often, many companies apply a one-size-fits-all operating model, assuming that what works in one country will translate seamlessly across the rest of the region.
