By
Todd Piccuillo
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Date Published: March 18, 2026 - Last Updated March 18, 2026
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Comments
Steve Campbell has 27 years of consulting experience in the contact center space. Steve skillfully works with all levels of the organization, forming strong partnerships with client companies to deliver improvements in cost, quality and service. His ability to quickly recognize and understand operational challenges combined with his engagement style has earned the trust and confidence of clients around the world. His unique combination of skills has directly resulted in hundreds of successful client engagements over the past two decades. 
Check out our Q&A with Steve:
In small to mid-sized contact centers adopting automation and LLMs, who most often gets left behind in the AI push?
SC: Frontline agents are the last to know, but shockingly supervisors are oftentimes in the dark as well.
What early indicators signal they’re being overlooked?
SC: Supervisors can’t explain what’s coming and have varying degrees of knowledge/comfort with AI and LLMs in particular. When the supervisors don’t know what’s coming, the agents will for sure be in the dark. This fuels anxiety and restlessness.
How do you recommend preventing those gaps?
SC: Involve supervisors and frontline staff early. Have 1:1 conversations with every member of the leadership team to understand their perspective (experience with AI/fears/aspirations), while also seeking their input on highest value opportunities. Include agents in pilots and workshops.
What’s one tip you would give regarding AI integration?
SC: Approach it through two lenses. First, thoughtfully engage your team. Listen to them. Educate them. Have them participate in architecting the AI roadmap through a series of 1:1s and workshops. Second, take a data-driven approach to identifying the highest value use cases for prioritization, while building a financially sound cash flow model that executives can fund and support.
Share a fun fact
SC: When I’m not working with contact centers, I’m usually training for ultramarathons. Or recovering from ultramarathons.
If you are interested in working with Steve and the rest of the ICMI consulting team, email [email protected].