Table of Contents, May 2025

FEATURE ARTICLE
Docking Contact Centers in Turbulent Seas
By Brendan Read; Q&A with John H. (Jack) Boyd
Labor costs, AI, and White House policies are shaping decisions.

IDIOM INSIGHTS
Evolution of the Contact Center
By Kathleen M. Peterson
Past, present, and future.

AI READINESS
Why AI Readiness Should Be a 2025 Priority
By Fred Stacey
Laying the foundation for sustainable AI success.

INSIDE VIEW
Understanding FCC’s New Rules
By Brendan Read; Q&A with Paul St. Clair
How best to comply with them.

EMERGENCY CONTACT CENTERS
Why NG911 is No Longer Optional
By D. Jeremy DeMar
But providing it still faces technology, institutional challenges.

REGULATIONS
Steering Through Europe’s Regulations
By Frank Sherlock
AI can help comply while facing its own rules.

SOCIAL ENGINEERING
Is Evil Contacting Your Contact Center?
By Roger A. Grimes
How to defend against harm.

DEEPFAKES
Defending Against Deepfakes
By Richard Tsai
Contact centers are in fraudsters’ crosshairs.

VOICE SECURITY
The Growing Dangers Through Voice
By Brian McDonald
AI has magnified the risks and threats.

AGENTIC AI
The Lurking Dangers of Agentic AI
By Aaron Painter
How to minimize its risks to reap its benefits.

COMPLIANCE
The Competitive Advantage of Compliance
By Ryan Kahan
How AI can help provide it.

ARTIFICIAL INTELLIGENCE
Humanizing the AI Experience
By Amitabh Misra
How Agentic AI plays a key role.