Contact Center Pipeline

Customer Experience

Why Switch to Proactive from Reactive?

Planning
Why Switch to Proactive from Reactive?
by: Jeannie Walters
Rethinking contact center strategy.

Finding (and Cutting) the Hidden Telecom Costs

Visibility
Finding (and Cutting) the Hidden Telecom Costs
by: Mike Saxton
Data visibility can shed light on them.

Do Offshore BPOs Have a Future?

Planning
Do Offshore BPOs Have a Future?
by: Jeff Fettes
In an AI-first, politically volatile economy?

AI and the Future of Customer Service

Artificial Intelligence
AI and the Future of Customer Service
by: Vince Barsolo
Are companies using AI right?

Turning Cost Centers into Growth Centers

Service Delivery
Turning Cost Centers into Growth Centers
by: Tony Lama
The focus is now on continuity, not channel.

The Power of Proactive Customer Engagement

Service Delivery
The Power of Proactive Customer Engagement
by: Jason Fligman
Why centers should shift from reactive service.

Why Supply Chain Success Is Customer Success

Customer Experience
Why Supply Chain Success Is Customer Success
by: Nimesh Akhauri
How your contact center can help fix issues.

Automation, Refunds, and Rights to a Human

Artificial Intelligence
Automation, Refunds, and Rights to a Human
by: Melody Morehouse
The wide implications of California’s new laws.

Unlocking the Cloud’s Value

Customer Experience
Unlocking the Cloud’s Value
by: John Yoho
Smarter strategies for contact centers.

The AI Assistant-App Face-Off

Artificial Intelligence
The AI Assistant-App Face-Off
by: Jamie Timm
How do these digital channels compare?

The Return to Voice

Research
The Return to Voice
by: Steve Morrell
Why customers prefer human connection for complex interactions.

An Interview with JM&A Group

Artificial Intelligence
An Interview with JM&A Group
by: Linda Harden
How automation and AI are adding value.

The Hidden Accessibility Crisis

Hiring
The Hidden Accessibility Crisis
by: Matthew Elefant
Why both customers and agents with disabilities matter now.

Is The Agentic AI Journey Worth the Drive?

Artificial Intelligence
Is The Agentic AI Journey Worth the Drive?
by: Brendan Read
Can agentic AI bring contact centers to where they want to be?

The Power of Post-Purchase Personalization

Artificial Intelligence
The Power of Post-Purchase Personalization
by: Ken Rapp
How AI can assist excellent product experiences (PXs).

Only A CX “Band-aid”?

Artificial Intelligence
Only A CX “Band-aid”?
by: Michelle Schroeder
AI can be transformative if done right.

How Contact Centers Finally Found Their Voice

Artificial Intelligence
How Contact Centers Finally Found Their Voice
by: Alex Levin
Why voice AI surpasses IVRs and IVAs.

Ascending Beyond Copilots

Artificial Intelligence
Ascending Beyond Copilots
by: Eitan Cohen
Vibe service takes CX to a higher level.

Moving Forward: What Will 2026 Bring For Contact Centers?

Member Exclusive
Moving Forward: What Will 2026 Bring For Contact Centers?
by: Brendan Read
Our Advisory Board shares timely insights to take into the New Year.

The “Little Bill”

Artificial Intelligence
The “Little Bill”
by: Kathleen Peterson
That says a lot.

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