The AI Contact Center Handbook - /execution
A practical field guide to customer experience in the age of agentic AI — chapter by chapter, for teams evaluating AB Support.
Chapter 12 — Strategic Vendor Selection and Implementation
The four vendor camps, the phased rollout playbook, contract terms that actually matter, the shift to outcome-based pricing, and a twelve-month calendar of what goes right and wrong.
Chapter 11 — The Changing Job Market and New Enterprise Roles
Which contact center jobs shrink, which grow, and how today's agents actually bridge into the new roles. The workforce transition as a role-definition problem, not a headcount problem.
Chapter 10 — Guardian Agents and Trust by Design
The AI that watches the AI. Guardian Agents, voice biometrics, deepfake detection, and the multi-layer trust architecture behind AI-heavy contact centers in 2026.
Part 5 — Execution
Part 5 of The AI Contact Center Handbook — where the book stops describing the terrain and starts telling you what to do: trust architecture, the changing workforce, and vendor selection.