February 2026

Is The Agentic AI Journey Worth the Drive?

Table of Contents, February 2026

FEATURE ARTICLE
Is The Agentic AI Journey Worth the Drive?
By Brendan Read; Q&A with Expert Panel
Can agentic AI bring contact centers to where they want to be?

AGENT PERFORMANCE
Going Beyond the Metrics
By Kathryn E. Jackson
How to address the drain on cognitive, emotional bandwidth.

ARTIFICIAL INTELLIGENCE
Will AI Shrink the Contact Center?
By Jon Arnold
What will centers look like with AI?

COACH’S CORNER
Using the Coaching Toolbox
By Mark Pereira
Practical strategies to develop your agents.

PERSONALIZATION
The Power of Post-Purchase Personalization
By Ken Rapp
How AI can assist excellent product experiences (PXs).

AUTOMATION
Repairing Missed Customer Connections
By Ricki Lang
How to join automation and agents.

CONTACT CENTER PERFORMANCE
AI Can Boost Sales and Service Performance...
By Sindre Haaland
But only if we stop automating the wrong things.

CONTACT CENTER TRANSFORMATION
Only A CX “Band-aid”?
By Michelle Schroeder
AI can be transformative if done right.

CUSTOMER CONTACT OPTIMIZATION
AI Won’t Save Your Contact Center
By Jeff Sheehan
First, eliminate the preventable call volume.

CONTACT CENTER ISSUES
Repairing the Contact Center Safety Net
By Chris Marron
Here’s why it’s torn and why it must be fixed.

VOICE AI
How Contact Centers Finally Found Their Voice
By Alex Levin
Why voice AI surpasses IVRs and IVAs.

UPSKILLING
Ascending Beyond Copilots
By Eitan Cohen
Vibe service takes CX to a higher level.