CMSWIRE, Friday, February 6th, 2026
When Contact Center AI Starts Working Against Agents
AI promised relief. Instead, many agents are juggling dashboards, prompts and metrics that quietly increase stress and erode judgment.
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Vol 335 · Issue 1
Call Centers — Archive · Vol 335 Issue 1
2 articles that week
Contact Center Pipeline, Monday, February 2nd, 2026
Contact Center Pipeline Magazine: Inside Our February 2026 Issue
Our kids say 'Back in My Day' all the time. They then go on to giggle, giggle and come up with a witty recall of what we experienced when we were younger. Funny, I think each of us could talk about 'Back in My Day' with our contact center operations.
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