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.