Table of Contents, June 2026

FEATURE ARTICLE
Vive la Contact Centre Difference, Eh?
By Brendan Read; Q&A with Mike Aoki and Afshan Kinder
How best to serve the unique Canadian customers.

COACH’S CORNER
Average Handle Time vs. Human Time – Part 2
By Mark Pereira
Finding the right balance in the CX age.

SUPPLY CHAIN
Why Supply Chain Success Is Customer Success
By Nimesh Akhauri
How your contact center can help fix issues.

CONTACT CENTER SKILLS
Why Screening Harder Won’t Win – Part 3
By April Cantwell
There is a new approach to attracting and keeping talent.

SMBs
Beyond Spreadsheets
By Jeff Kuo
How no-code tools can power contact centers.

LATIN AMERICA CONTACT CENTERS
How Best to Serve LATAM Customers
By Pablo Rossel Estay
Why a market-by-market strategy is essential.

MULTIMODAL AI
Breathing New Life Into FCR
By Ankit Talwar
How multimodal AI revives it.

CUSTOMER EFFORT
Should Your Customers Work for You?
By Bryan Cheung
How to make automation successful so they don’t.

OUTBOUND
Why CX Increasingly Requires Outbound
By Daniel Foppen
How best to provide it.

CUSTOMER EXPERIENCE
The CX Execution Crisis
By Denys Dubner
AI without implementation ability is the new threat.

COMPLIANCE
The U.S. – Canada Compliance Gap
By Geoffrey Blanc
Why it is a risk for contact centers.

NEAR/OFFSHORING
FCC NPRMs Target Near/Offshore Call Centers
By Melody Morehouse
Agency, lawmakers are also aiming at outbound dialing.