Table of Contents, November 2025

FEATURE ARTICLE
The CX Highwire Act
By Brendan Read; Q&A with Expert Panel
Can contact centers hold on?

SPONSORED SPOTLIGHT - NiCE
Contact Center AI at the Speed of Service
By Neeraj Verma
The future of CX is real-time.

CUSTOMER EXPERIENCE
Balancing High-Value Customer Interactions
By Nate Brown
Why a value-driven QM approach is best.

METRICS
Are You Listening For The Signals?
By Kumar Chinnakali
AI-assisted signal-centric metrics go beyond satisfaction scores.

SPECIAL REPORT
Is AI Falling into the IVR Traps?
By John Goodman
And how to avoid them.

GENERATIVE AI
Passing the Test
By Rishi Rana
How the new GenAI applications can be assured to function well.

AGENTIC AI
The Next Step in Contact Center Evolution
By Jurgen Hekkink
How agentic AI can improve the CX.

WebRTC
Taking the Real-Time Customer Journey
By David Fischer
With the help of AI-enabled WebRTC.

CUSTOMER TRUST
Trust Isn’t Built with Technology Alone...
By Chris Koehler
Trust is built with transparency.

KNOWLEDGE MANAGEMENT
Tapping The Power of Knowledge - Part 1
By Mark Pereira
How to use KM to empower agents and elevate CX.

QUALITY ASSURANCE
AI: The New QA Standard
By Michael Hutchison
Why and how AI improves interaction monitoring.

SMBs
Jumping the CX Hurdles
By Damon Covey
How new tools can give a lift.

BUSINESS INTELLIGENCE
Elevating Contact Center Performance
By Roman Davydov
Examples of how BI can give the lift.