CMSWire on contact center quality assurance
Melissa Copeland shares QA strategies in CMSWire, highlighting how AI enables full call review and how composite scoring improves agent coaching and customer outcomes.
Keep reading
Media
Melissa Copeland Named a "Top 25 Thought Leader" of 2026 by ICMI
Melissa Copeland, Founder of Blue Orbit Consulting, has been recognized by ICMI as one of the 'Top 25 Thought Leaders' of 2026. Discover why her vision for Agentic AI and service design is setting the standard for the future of the industry.
Read more →
Media
Reworked: Why AI Can’t Fix a Broken Foundation
Melissa Copeland warns in Reworked that AI isn't a shortcut for broken processes. She explains why clean data and documented workflows are the only path to real ROI, stressing that without human oversight, AI simply "speeds wrong and frustrating information."
Read more →
Media
CMSWire on the digital experience stack
Melissa Copeland shares insights in CMSWire on how CRMs and AI shape the digital experience stack. Learn what sits at the center of customer data and personalization.
Read more →Contact us
Ready to make your customer service technology work better?
Book a 15-minute business review with one of our experts.
Book a Free ConsultationNot ready to book a call yet? Reach out to learn more about how we can help improve your ROI.