Contact Center Pipeline

Customer Experience

Moving Forward: What Will 2026 Bring For Contact Centers?

Operations
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.

Moving to BPO-Hosted Voice AI?

Customer Experience
Moving to BPO-Hosted Voice AI?
by: Davit Baghdasaryan
Risks, reality, and the path forward.

The GPS for the CX

Planning
The GPS for the CX
by: Mike Bawn
How journey orchestration drives CX quality.

Why Trust is a Must in CX

Customer Experience
Why Trust is a Must in CX
by: Ljubiša Velikić
And why customer safety is key.

Is AI Contact Center-Ready?

Artificial Intelligence
Is AI Contact Center-Ready?
by: Brendan Read
The answer appears to be yes: if organizations understand its true value.

Relieving Active and Latent Customer Pain

Customer Experience
Relieving Active and Latent Customer Pain
by: Jason Barr
Why contact centers must treat both for healthy CXs.

Avaya at a Crossroads

Artificial Intelligence
Avaya at a Crossroads
by: Tom Hanson
Will Avaya modernize as its enterprise customer users expect?

A Blueprint to Achieve High-Performing Contact Center CX

Planning
A Blueprint to Achieve High-Performing Contact Center CX
by: Gerry Barber & Mark Russell
A step-by-step guide for a solid CX foundation.

The AI-Human Balancing Act

Artificial Intelligence
The AI-Human Balancing Act
by: Dina Vance
Reimagining the CX with best practices.

Ferrying Excellent Customer Service

Workplace Environment
Ferrying Excellent Customer Service
by: Brendan Read
How Canada’s BC Ferries contact center helps customers to get where they are going.

The CX Highwire Act

Artificial Intelligence
The CX Highwire Act
by: Brendan Read
Can contact centers hold on?

Balancing High-Value Customer Interactions

Customer Experience
Balancing High-Value Customer Interactions
by: Nate Brown
Why a value-driven QM approach is best.

The Next Step in Contact Center Evolution

Artificial Intelligence
The Next Step in Contact Center Evolution
by: Jurgen Hekkink
How agentic AI can improve the CX.

Jumping the CX Hurdles

Artificial Intelligence
Jumping the CX Hurdles
by: Damon Covey
How new tools can give a lift.

The Other Reason to Outsource

Culture
The Other Reason to Outsource
by: Pier Ragone
It’s not about cost. It’s about commitment.

From AI Agents to Human Agents

Artificial Intelligence
From AI Agents to Human Agents
by: Maik Hummel
How next-generation AI transforms voice calls.

Repairing the CX (and AI) Investments

Artificial Intelligence
Repairing the CX (and AI) Investments
by: Greg Salvato
How to realign them with sought-after results.

Answering the Challenges

Strategy
Answering the Challenges
by: Brendan Read
Our Advisory Board shares timely insights into key contact center issues.

Improving Customer Engagement Amid Uncertainty

Artificial Intelligence
Improving Customer Engagement Amid Uncertainty
by: Reggie Scales
Exploring AI’s role in making that happen.

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