Table of Contents, July 2026

FEATURE ARTICLE
What Can Be Done to Prevent Agent Burnout?
By Linda Harden; Q&A with Dave Rennyson
There are new AI-powered QM tools that can help.

COACH’S CORNER
Average Handle Time vs. Human Time – Part 3
By Mark Pereira
Finding the right balance in the CX age.

STRATEGY
Why Switch to Proactive from Reactive?
By Jeannie Walters
Rethinking contact center strategy.

AI AGENTS
Moving AI Agents From Pilot to Production
By Reddy Mallidi
A playbook for deploying them at scale.

CONNECTING THE CUSTOMERS
Keeping the Customer Interaction Train on Track
By Brendan Read; Q&A With Expert Panel
AI is now helping customers move forward.

TELECOM EXPENSE MANAGEMENT
Finding (and Cutting) the Hidden Telecom Costs
By Mike Saxton
Data visibility can shed light on them.

BUSINESS PROCESS OUTSOURCING
Do Offshore BPOs Have a Future?
By Jeff Fettes
In an AI-first, politically volatile economy?

CUSTOMER SERVICE
AI and the Future of Customer Service
By Vince Barsolo
Are companies using AI right?

CONTACT CENTER VALUE
Turning Cost Centers into Growth Centers
By Tony Lama
The focus is now on continuity, not channel.

RICH COMMUNICATIONS SERVICES
How RCS Helps The Contact Center
By Amanda McGuckin Hager
What leaders need to know.

CUSTOMER ENGAGEMENT
The Power of Proactive Customer Engagement
By Jason Fligman
Why centers should shift from reactive service.

KPIs
Run Your Contact Center Like a Startup
By Amber Sahdev
Here’s how with voice AI adoption.

CHATBOTS
Preventing Chatbot Failure
By Satya Karteek Gudipati
Micro-GPTs can stop that.