Table of Contents, May 2026

FEATURE ARTICLE
Can Security, Compliance, and Excellent CX Co-Exist?
By Brendan Read; Q&A With James Laird, Verint
They must: and here’s how.

COACH’S CORNER
Average Handle Time vs. Human Time – Part 1
By Mark Pereira
Finding the right balance in the CX age.

CONTACT CENTER SKILLS
Why Screening Harder Won’t Win – Part 2
By April Cantwell
There is a new approach to attracting and keeping talent.

AI-DRIVEN RISKS
When AI Shops for Your Customers
By Shahar Yaari
How contact centers can manage the new risks.

CRM AI
CRM AI’s Hidden Security Risks
By Aaron Costello
How to manage them.

9-1-1
9-1-1 at Risk
By D. Jeremy DeMar
How to protect it.

PLATFORM INTEGRITY
Why Platform Integrity Matters
By Rachel Lutz Guevera
How contact centers can help.

CONTACT CENTER SECURITY
Can AI Pass The Checkpoints?
By Brad Murdoch
How to avoid blocking its adoption.

COMPLIANCE
Compliance as a CX Imperative
By Tod Chisholm
How to securely deliver excellent CXs.

DEEPFAKES
When the Voice Isn’t Human
By Rana Gujral
How to manage the growing deepfake threat.

CHATBOTS
Your Bot Just Became a Legal Problem
By Dhwani Soni
Here's why and how to fix it.

STATE REGULATIONS
Automation, Refunds, and Rights to a Human
By Melody Morehouse
The wide implications of California’s new laws.