﻿<?xml version="1.0" encoding="utf-8"?><!--RSS Genrated: Fri, 05 Jun 2026 01:57:11 GMT--><rss version="2.0" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:content="http://purl.org/rss/1.0/modules/content/" xmlns:ev="http://purl.org/rss/1.0/modules/event/"><channel><title>Contact Center Pipeline</title><link>https://www.contactcenterpipeline.com:443/Article/mid/494/ctl/rss</link><atom:link href="https://www.contactcenterpipeline.com:443/Article/mid/494/ctl/rss" rel="self" type="application/rss+xml" /><description>RSS document</description><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[June 2026]]></title><link>https://www.contactcenterpipeline.com/Article/june-2026</link><description><![CDATA[  FEATURING     Average Handle Time vs. Human Time – Part 2   Why Screening Harder Won’t Win – Part 3   FCC NPRMs Target Near/Offshore Call Centers    ]]></description><pubDate>Mon, 01 Jun 2026 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/june-2026</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2790]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Vive la Contact Centre Difference, Eh?]]></title><link>https://www.contactcenterpipeline.com/Article/vive-la-contact-centre-difference-eh</link><description><![CDATA[How best to serve the unique Canadian customers.]]></description><pubDate>Mon, 01 Jun 2026 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/vive-la-contact-centre-difference-eh</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2778]]></dc:identifier></item><item><dc:creator><![CDATA[Mark Pereira]]></dc:creator><title><![CDATA[Average Handle Time vs. Human Time – Part 2]]></title><link>https://www.contactcenterpipeline.com/Article/average-handle-time-vs-human-time-part-2</link><description><![CDATA[Finding the right balance in the CX age.]]></description><pubDate>Mon, 01 Jun 2026 05:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/average-handle-time-vs-human-time-part-2</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2779]]></dc:identifier></item><item><dc:creator><![CDATA[Nimesh Akhauri]]></dc:creator><title><![CDATA[Why Supply Chain Success Is Customer Success]]></title><link>https://www.contactcenterpipeline.com/Article/why-supply-chain-success-is-customer-success</link><description><![CDATA[How your contact center can help fix issues.]]></description><pubDate>Mon, 01 Jun 2026 05:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-supply-chain-success-is-customer-success</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2780]]></dc:identifier></item><item><dc:creator><![CDATA[April Cantwell]]></dc:creator><title><![CDATA[Why Screening Harder Won’t Win – Part 3]]></title><link>https://www.contactcenterpipeline.com/Article/why-screening-harder-wont-win-part-3</link><description><![CDATA[There is a new approach to attracting and keeping talent.]]></description><pubDate>Mon, 01 Jun 2026 05:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-screening-harder-wont-win-part-3</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2781]]></dc:identifier></item><item><dc:creator><![CDATA[Jeff Kuo]]></dc:creator><title><![CDATA[Beyond Spreadsheets]]></title><link>https://www.contactcenterpipeline.com/Article/beyond-spreadsheets</link><description><![CDATA[How no-code tools can power contact centers.]]></description><pubDate>Mon, 01 Jun 2026 05:07:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/beyond-spreadsheets</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2782]]></dc:identifier></item><item><dc:creator><![CDATA[Pablo Rossel Estay]]></dc:creator><title><![CDATA[How Best to Serve LATAM Customers]]></title><link>https://www.contactcenterpipeline.com/Article/how-best-to-serve-latam-customers</link><description><![CDATA[Why a market-by-market strategy is essential.]]></description><pubDate>Mon, 01 Jun 2026 05:06:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/how-best-to-serve-latam-customers</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2783]]></dc:identifier></item><item><dc:creator><![CDATA[Ankit Talwar]]></dc:creator><title><![CDATA[Breathing New Life Into FCR]]></title><link>https://www.contactcenterpipeline.com/Article/breathing-new-life-into-fcr</link><description><![CDATA[How multimodal AI revives it.]]></description><pubDate>Mon, 01 Jun 2026 05:05:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/breathing-new-life-into-fcr</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2784]]></dc:identifier></item><item><dc:creator><![CDATA[Bryan Cheung]]></dc:creator><title><![CDATA[Should Your Customers Work for You?]]></title><link>https://www.contactcenterpipeline.com/Article/should-your-customers-work-for-you</link><description><![CDATA[How to make automation successful so they don’t.]]></description><pubDate>Mon, 01 Jun 2026 05:04:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/should-your-customers-work-for-you</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2785]]></dc:identifier></item><item><dc:creator><![CDATA[Daniel Foppen]]></dc:creator><title><![CDATA[Why CX Increasingly Requires Outbound]]></title><link>https://www.contactcenterpipeline.com/Article/why-cx-increasingly-requires-outbound</link><description><![CDATA[How best to provide it.]]></description><pubDate>Mon, 01 Jun 2026 05:03:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-cx-increasingly-requires-outbound</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2786]]></dc:identifier></item><item><dc:creator><![CDATA[Denys Dubner]]></dc:creator><title><![CDATA[The CX Execution Crisis]]></title><link>https://www.contactcenterpipeline.com/Article/the-cx-execution-crisis</link><description><![CDATA[AI without implementation ability is the new threat.]]></description><pubDate>Mon, 01 Jun 2026 05:02:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-cx-execution-crisis</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2787]]></dc:identifier></item><item><dc:creator><![CDATA[Geoffrey Blanc]]></dc:creator><title><![CDATA[The U.S. – Canada Compliance Gap]]></title><link>https://www.contactcenterpipeline.com/Article/the-us-canada-compliance-gap</link><description><![CDATA[Why it is a risk for contact centers.]]></description><pubDate>Mon, 01 Jun 2026 05:01:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-us-canada-compliance-gap</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2788]]></dc:identifier></item><item><dc:creator><![CDATA[Melody Morehouse]]></dc:creator><title><![CDATA[FCC NPRMs Target Near/Offshore Call Centers]]></title><link>https://www.contactcenterpipeline.com/Article/fcc-nprms-target-nearoffshore-call-centers</link><description><![CDATA[Agency, lawmakers are also aiming at outbound dialing.]]></description><pubDate>Mon, 01 Jun 2026 05:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/fcc-nprms-target-nearoffshore-call-centers</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2789]]></dc:identifier></item><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[May 2026]]></title><link>https://www.contactcenterpipeline.com/Article/may-2026</link><description><![CDATA[  FEATURING     Average Handle Time vs. Human Time – Part 1   CRM AI’s Hidden Security Risks    Compliance as a CX Imperative     ]]></description><pubDate>Fri, 01 May 2026 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/may-2026</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2777]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Can Security, Compliance, and Excellent CX Co-Exist?]]></title><link>https://www.contactcenterpipeline.com/Article/can-security-compliance-and-excellent-cx-co-exist</link><description><![CDATA[They must: and here’s how.]]></description><pubDate>Fri, 01 May 2026 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/can-security-compliance-and-excellent-cx-co-exist</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2765]]></dc:identifier></item><item><dc:creator><![CDATA[Mark Pereira]]></dc:creator><title><![CDATA[Average Handle Time vs. Human Time – Part 1]]></title><link>https://www.contactcenterpipeline.com/Article/average-handle-time-vs-human-time-part-1</link><description><![CDATA[Finding the right balance in the CX age.]]></description><pubDate>Fri, 01 May 2026 05:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/average-handle-time-vs-human-time-part-1</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2766]]></dc:identifier></item><item><dc:creator><![CDATA[April Cantwell]]></dc:creator><title><![CDATA[Why Screening Harder Won’t Win – Part 2]]></title><link>https://www.contactcenterpipeline.com/Article/why-screening-harder-wont-win-part-2</link><description><![CDATA[There is a new approach to attracting and keeping talent.]]></description><pubDate>Fri, 01 May 2026 05:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-screening-harder-wont-win-part-2</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2767]]></dc:identifier></item><item><dc:creator><![CDATA[Shahar Yaari]]></dc:creator><title><![CDATA[When AI Shops for Your Customers]]></title><link>https://www.contactcenterpipeline.com/Article/when-ai-shops-for-your-customers</link><description><![CDATA[How contact centers can manage the new risks.]]></description><pubDate>Fri, 01 May 2026 05:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/when-ai-shops-for-your-customers</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2768]]></dc:identifier></item><item><dc:creator><![CDATA[Aaron Costello]]></dc:creator><title><![CDATA[CRM AI’s Hidden Security Risks]]></title><link>https://www.contactcenterpipeline.com/Article/crm-ais-hidden-security-risks</link><description><![CDATA[How to manage them.]]></description><pubDate>Fri, 01 May 2026 05:07:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/crm-ais-hidden-security-risks</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2769]]></dc:identifier></item><item><dc:creator><![CDATA[D. Jeremy DeMar]]></dc:creator><title><![CDATA[9-1-1 at Risk]]></title><link>https://www.contactcenterpipeline.com/Article/9-1-1-at-risk</link><description><![CDATA[How to protect it.]]></description><pubDate>Fri, 01 May 2026 05:06:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/9-1-1-at-risk</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2770]]></dc:identifier></item><item><dc:creator><![CDATA[Rachel Lutz Guevera]]></dc:creator><title><![CDATA[Why Platform Integrity Matters]]></title><link>https://www.contactcenterpipeline.com/Article/why-platform-integrity-matters</link><description><![CDATA[How contact centers can help.]]></description><pubDate>Fri, 01 May 2026 05:05:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-platform-integrity-matters</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2771]]></dc:identifier></item><item><dc:creator><![CDATA[Brad Murdoch]]></dc:creator><title><![CDATA[Can AI Pass The Checkpoints?]]></title><link>https://www.contactcenterpipeline.com/Article/can-ai-pass-the-checkpoints</link><description><![CDATA[How to avoid blocking its adoption.]]></description><pubDate>Fri, 01 May 2026 05:04:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/can-ai-pass-the-checkpoints</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2772]]></dc:identifier></item><item><dc:creator><![CDATA[Tod Chisholm]]></dc:creator><title><![CDATA[Compliance as a CX Imperative]]></title><link>https://www.contactcenterpipeline.com/Article/compliance-as-a-cx-imperative</link><description><![CDATA[How to securely deliver excellent CXs.]]></description><pubDate>Fri, 01 May 2026 05:03:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/compliance-as-a-cx-imperative</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2773]]></dc:identifier></item><item><dc:creator><![CDATA[Rana Gujral]]></dc:creator><title><![CDATA[When the Voice Isn’t Human]]></title><link>https://www.contactcenterpipeline.com/Article/when-the-voice-isnt-human</link><description><![CDATA[How to manage the growing deepfake threat.]]></description><pubDate>Fri, 01 May 2026 05:02:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/when-the-voice-isnt-human</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2774]]></dc:identifier></item><item><dc:creator><![CDATA[Dhwani Soni]]></dc:creator><title><![CDATA[Your Bot Just Became a Legal Problem]]></title><link>https://www.contactcenterpipeline.com/Article/your-bot-just-became-a-legal-problem</link><description><![CDATA[Here's why and how to fix it.]]></description><pubDate>Fri, 01 May 2026 05:01:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/your-bot-just-became-a-legal-problem</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2775]]></dc:identifier></item><item><dc:creator><![CDATA[Melody Morehouse]]></dc:creator><title><![CDATA[Automation, Refunds, and Rights to a Human]]></title><link>https://www.contactcenterpipeline.com/Article/automation-refunds-and-rights-to-a-human</link><description><![CDATA[The wide implications of California’s new laws.]]></description><pubDate>Fri, 01 May 2026 05:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/automation-refunds-and-rights-to-a-human</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2776]]></dc:identifier></item><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[April 2026]]></title><link>https://www.contactcenterpipeline.com/Article/april-2026</link><description><![CDATA[  FEATURING     QA Through the Agents’ Eyes   Why Screening Harder Won’t Win – Part 1   How to Make Remote Work  Actually  Work    ]]></description><pubDate>Wed, 01 Apr 2026 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/april-2026</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2757]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Which Road to Take in Site Selection?]]></title><link>https://www.contactcenterpipeline.com/Article/which-road-to-take-in-site-selection</link><description><![CDATA[Each route has its twists and turns.]]></description><pubDate>Wed, 01 Apr 2026 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/which-road-to-take-in-site-selection</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2745]]></dc:identifier></item><item><dc:creator><![CDATA[Mark Pereira]]></dc:creator><title><![CDATA[QA Through the Agents’ Eyes]]></title><link>https://www.contactcenterpipeline.com/Article/qa-through-the-agents-eyes</link><description><![CDATA[And how to address common issues involving them.]]></description><pubDate>Wed, 01 Apr 2026 05:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/qa-through-the-agents-eyes</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2746]]></dc:identifier></item><item><dc:creator><![CDATA[Mark Tinney]]></dc:creator><title><![CDATA[Why Behavioral Analytics Matter]]></title><link>https://www.contactcenterpipeline.com/Article/why-behavioral-analytics-matter</link><description><![CDATA[And more than ever in contact center hiring.]]></description><pubDate>Wed, 01 Apr 2026 05:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-behavioral-analytics-matter</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2747]]></dc:identifier></item><item><dc:creator><![CDATA[Cloud Tech Gurus]]></dc:creator><title><![CDATA[The Human Touch Paradox]]></title><link>https://www.contactcenterpipeline.com/Article/the-human-touch-paradox</link><description><![CDATA[Why premium service is the next CCaaS battleground.]]></description><pubDate>Wed, 01 Apr 2026 05:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-human-touch-paradox</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2748]]></dc:identifier></item><item><dc:creator><![CDATA[April Cantwell]]></dc:creator><title><![CDATA[Why Screening Harder Won’t Win – Part 1]]></title><link>https://www.contactcenterpipeline.com/Article/why-screening-harder-wont-win-part-1</link><description><![CDATA[There is a new approach to attracting and keeping talent.]]></description><pubDate>Wed, 01 Apr 2026 05:07:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-screening-harder-wont-win-part-1</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2750]]></dc:identifier></item><item><dc:creator><![CDATA[John Yoho]]></dc:creator><title><![CDATA[Unlocking the Cloud’s Value]]></title><link>https://www.contactcenterpipeline.com/Article/unlocking-the-clouds-value</link><description><![CDATA[Smarter strategies for contact centers.]]></description><pubDate>Wed, 01 Apr 2026 05:06:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/unlocking-the-clouds-value</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2751]]></dc:identifier></item><item><dc:creator><![CDATA[Jamie Timm]]></dc:creator><title><![CDATA[The AI Assistant-App Face-Off]]></title><link>https://www.contactcenterpipeline.com/Article/the-ai-assistant-app-face-off</link><description><![CDATA[How do these digital channels compare?]]></description><pubDate>Wed, 01 Apr 2026 05:05:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-ai-assistant-app-face-off</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2752]]></dc:identifier></item><item><dc:creator><![CDATA[Michela Lombardi]]></dc:creator><title><![CDATA[How to Make Remote Work Actually Work]]></title><link>https://www.contactcenterpipeline.com/Article/how-to-make-remote-work-actually-work</link><description><![CDATA[Supporting remote agents requires commitment.]]></description><pubDate>Wed, 01 Apr 2026 05:04:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/how-to-make-remote-work-actually-work</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2753]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Is WFH Really DOA?]]></title><link>https://www.contactcenterpipeline.com/Article/is-wfh-really-doa</link><description><![CDATA[Remote/hybrid work is alive: including in contact centers.]]></description><pubDate>Wed, 01 Apr 2026 05:03:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/is-wfh-really-doa</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2749]]></dc:identifier></item><item><dc:creator><![CDATA[Robert Wakefield-Carl]]></dc:creator><title><![CDATA[How to Make Contact Centers Smarter]]></title><link>https://www.contactcenterpipeline.com/Article/how-to-make-contact-centers-smarter</link><description><![CDATA[And more scalable, empathetic, and drive revenues.]]></description><pubDate>Wed, 01 Apr 2026 05:02:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/how-to-make-contact-centers-smarter</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2754]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Evolving Threats, Evolving Responses]]></title><link>https://www.contactcenterpipeline.com/Article/evolving-threats-evolving-responses</link><description><![CDATA[How contact centers can best respond to the next disaster.]]></description><pubDate>Wed, 01 Apr 2026 05:01:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/evolving-threats-evolving-responses</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2755]]></dc:identifier></item><item><dc:creator><![CDATA[Tony Lama]]></dc:creator><title><![CDATA[What Contact Centers Should Know About MCP]]></title><link>https://www.contactcenterpipeline.com/Article/what-contact-centers-should-know-about-mcp</link><description><![CDATA[How MCP helps AI systems access context more reliably.]]></description><pubDate>Wed, 01 Apr 2026 05:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/what-contact-centers-should-know-about-mcp</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2756]]></dc:identifier></item><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[March 2026]]></title><link>https://www.contactcenterpipeline.com/Article/march-2026</link><description><![CDATA[  FEATURING     The Return to Voice    When GenAI Should Do the Writing  Beyond the Accent    ]]></description><pubDate>Sun, 01 Mar 2026 08:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/march-2026</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2744]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Taking Off With the Contact Center]]></title><link>https://www.contactcenterpipeline.com/Article/taking-off-with-the-contact-center</link><description><![CDATA[How ultra-low-cost carrier Volaris provides excellent customer service.]]></description><pubDate>Sun, 01 Mar 2026 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/taking-off-with-the-contact-center</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2731]]></dc:identifier></item><item><dc:creator><![CDATA[Steve Morrell]]></dc:creator><title><![CDATA[The Return to Voice]]></title><link>https://www.contactcenterpipeline.com/Article/the-return-to-voice</link><description><![CDATA[Why customers prefer human connection for complex interactions.]]></description><pubDate>Sun, 01 Mar 2026 06:11:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-return-to-voice</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2732]]></dc:identifier></item><item><dc:creator><![CDATA[Linda Harden]]></dc:creator><title><![CDATA[An Interview with JM&A Group]]></title><link>https://www.contactcenterpipeline.com/Article/an-interview-with-jma-group</link><description><![CDATA[How automation and AI are adding value.]]></description><pubDate>Sun, 01 Mar 2026 06:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/an-interview-with-jma-group</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2733]]></dc:identifier></item><item><dc:creator><![CDATA[Leslie O’Flahavan]]></dc:creator><title><![CDATA[When GenAI Should Do the Writing]]></title><link>https://www.contactcenterpipeline.com/Article/when-genai-should-do-the-writing</link><description><![CDATA[It can help the agents and the customers.]]></description><pubDate>Sun, 01 Mar 2026 06:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/when-genai-should-do-the-writing</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2734]]></dc:identifier></item><item><dc:creator><![CDATA[Dina Vance]]></dc:creator><title><![CDATA[What Contact Centers Can Learn from ATMs]]></title><link>https://www.contactcenterpipeline.com/Article/what-contact-centers-can-learn-from-atms</link><description><![CDATA[Why ATMs should make agents feel better about their jobs.]]></description><pubDate>Sun, 01 Mar 2026 06:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/what-contact-centers-can-learn-from-atms</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2735]]></dc:identifier></item><item><dc:creator><![CDATA[Robert Bradshaw]]></dc:creator><title><![CDATA[Your Metrics Are Accurate…and Misleading]]></title><link>https://www.contactcenterpipeline.com/Article/your-metrics-are-accurateand-misleading</link><description><![CDATA[And here’s how to fix them.]]></description><pubDate>Sun, 01 Mar 2026 06:07:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/your-metrics-are-accurateand-misleading</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2736]]></dc:identifier></item><item><dc:creator><![CDATA[Joyce Odidison]]></dc:creator><title><![CDATA[Bullying, Burnout, and Interpersonal Breakdowns]]></title><link>https://www.contactcenterpipeline.com/Article/bullying-burnout-and-interpersonal-breakdowns</link><description><![CDATA[Why and how they need to be addressed.]]></description><pubDate>Sun, 01 Mar 2026 06:06:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/bullying-burnout-and-interpersonal-breakdowns</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2737]]></dc:identifier></item><item><dc:creator><![CDATA[Mark Pereira]]></dc:creator><title><![CDATA[Beyond the Accent]]></title><link>https://www.contactcenterpipeline.com/Article/beyond-the-accent</link><description><![CDATA[How to build interaction clarity and confidence.]]></description><pubDate>Sun, 01 Mar 2026 06:05:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/beyond-the-accent</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2738]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Accommodating the Accents]]></title><link>https://www.contactcenterpipeline.com/Article/accommodating-the-accents</link><description><![CDATA[How new AI-powered tools can improve CX.]]></description><pubDate>Sun, 01 Mar 2026 06:04:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/accommodating-the-accents</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2739]]></dc:identifier></item><item><dc:creator><![CDATA[Matthew Elefant]]></dc:creator><title><![CDATA[The Hidden Accessibility Crisis]]></title><link>https://www.contactcenterpipeline.com/Article/the-hidden-accessibility-crisis</link><description><![CDATA[Why both customers and agents with disabilities matter now.]]></description><pubDate>Sun, 01 Mar 2026 06:03:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-hidden-accessibility-crisis</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2740]]></dc:identifier></item><item><dc:creator><![CDATA[Jens Näsström]]></dc:creator><title><![CDATA[Why Traditional Screening Misses Your Biggest Retention Risk]]></title><link>https://www.contactcenterpipeline.com/Article/why-traditional-screening-misses-your-biggest-retention-risk</link><description><![CDATA[The overlooked factor that predicts turnover and sick leave.]]></description><pubDate>Sun, 01 Mar 2026 06:02:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-traditional-screening-misses-your-biggest-retention-risk</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2741]]></dc:identifier></item><item><dc:creator><![CDATA[Pier Ragone]]></dc:creator><title><![CDATA[The Neurodiversity Disconnect]]></title><link>https://www.contactcenterpipeline.com/Article/the-neurodiversity-disconnect</link><description><![CDATA[How to reconnect with excellent neurodivergent agents.]]></description><pubDate>Sun, 01 Mar 2026 06:01:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-neurodiversity-disconnect</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2742]]></dc:identifier></item><item><dc:creator><![CDATA[Michael Bidwell]]></dc:creator><title><![CDATA[Turning Acquisition Chaos into Clarity]]></title><link>https://www.contactcenterpipeline.com/Article/turning-acquisition-chaos-into-clarity</link><description><![CDATA[How to untangle merged contact center operations.]]></description><pubDate>Sun, 01 Mar 2026 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/turning-acquisition-chaos-into-clarity</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2743]]></dc:identifier></item><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[February 2026]]></title><link>https://www.contactcenterpipeline.com/Article/february-2026</link><description><![CDATA[  FEATURING     Will AI Shrink the Contact Center?   Using the Coaching Toolbox   AI Won’t Save Your Contact Center    ]]></description><pubDate>Sun, 01 Feb 2026 08:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/february-2026</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2730]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Is The Agentic AI Journey Worth the Drive?]]></title><link>https://www.contactcenterpipeline.com/Article/is-the-agentic-ai-journey-worth-the-drive</link><description><![CDATA[Can agentic AI bring contact centers to where they want to be?]]></description><pubDate>Sun, 01 Feb 2026 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/is-the-agentic-ai-journey-worth-the-drive</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2718]]></dc:identifier></item><item><dc:creator><![CDATA[Kathryn E.  Jackson]]></dc:creator><title><![CDATA[Going Beyond the Metrics]]></title><link>https://www.contactcenterpipeline.com/Article/going-beyond-the-metrics</link><description><![CDATA[How to address the drain on cognitive, emotional bandwidth.]]></description><pubDate>Sun, 01 Feb 2026 06:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/going-beyond-the-metrics</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2719]]></dc:identifier></item><item><dc:creator><![CDATA[Jon Arnold]]></dc:creator><title><![CDATA[Will AI Shrink the Contact Center?]]></title><link>https://www.contactcenterpipeline.com/Article/will-ai-shrink-the-contact-center</link><description><![CDATA[What will centers look like with AI?]]></description><pubDate>Sun, 01 Feb 2026 06:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/will-ai-shrink-the-contact-center</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2720]]></dc:identifier></item><item><dc:creator><![CDATA[Mark Pereira]]></dc:creator><title><![CDATA[Using the Coaching Toolbox]]></title><link>https://www.contactcenterpipeline.com/Article/using-the-coaching-toolbox</link><description><![CDATA[Practical strategies to develop your agents.]]></description><pubDate>Sun, 01 Feb 2026 06:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/using-the-coaching-toolbox</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2721]]></dc:identifier></item><item><dc:creator><![CDATA[Ken Rapp]]></dc:creator><title><![CDATA[The Power of Post-Purchase Personalization]]></title><link>https://www.contactcenterpipeline.com/Article/the-power-of-post-purchase-personalization</link><description><![CDATA[How AI can assist excellent product experiences (PXs).]]></description><pubDate>Sun, 01 Feb 2026 06:07:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-power-of-post-purchase-personalization</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2722]]></dc:identifier></item><item><dc:creator><![CDATA[Ricki Lang]]></dc:creator><title><![CDATA[Repairing Missed Customer Connections]]></title><link>https://www.contactcenterpipeline.com/Article/repairing-missed-customer-connections</link><description><![CDATA[How to join automation and agents.]]></description><pubDate>Sun, 01 Feb 2026 06:06:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/repairing-missed-customer-connections</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2723]]></dc:identifier></item><item><dc:creator><![CDATA[Sindre Haaland]]></dc:creator><title><![CDATA[AI Can Boost Sales and Service Performance…]]></title><link>https://www.contactcenterpipeline.com/Article/ai-can-boost-sales-and-service-performance</link><description><![CDATA[ But only if we stop automating the wrong things. ]]></description><pubDate>Sun, 01 Feb 2026 06:05:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/ai-can-boost-sales-and-service-performance</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2724]]></dc:identifier></item><item><dc:creator><![CDATA[Michelle Schroeder]]></dc:creator><title><![CDATA[Only A CX “Band-aid”?]]></title><link>https://www.contactcenterpipeline.com/Article/only-a-cx-band-aid</link><description><![CDATA[AI can be transformative if done right.]]></description><pubDate>Sun, 01 Feb 2026 06:04:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/only-a-cx-band-aid</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2725]]></dc:identifier></item><item><dc:creator><![CDATA[Jeff Sheehan]]></dc:creator><title><![CDATA[AI Won’t Save Your Contact Center]]></title><link>https://www.contactcenterpipeline.com/Article/ai-wont-save-your-contact-center</link><description><![CDATA[First, eliminate the preventable call volume.]]></description><pubDate>Sun, 01 Feb 2026 06:03:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/ai-wont-save-your-contact-center</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2726]]></dc:identifier></item><item><dc:creator><![CDATA[Chris Marron]]></dc:creator><title><![CDATA[Repairing the Contact Center Safety Net]]></title><link>https://www.contactcenterpipeline.com/Article/repairing-the-contact-center-safety-net</link><description><![CDATA[Here’s why it’s torn and why it must be fixed.]]></description><pubDate>Sun, 01 Feb 2026 06:02:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/repairing-the-contact-center-safety-net</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2727]]></dc:identifier></item><item><dc:creator><![CDATA[Alex Levin]]></dc:creator><title><![CDATA[How Contact Centers Finally Found Their Voice]]></title><link>https://www.contactcenterpipeline.com/Article/how-contact-centers-finally-found-their-voice</link><description><![CDATA[Why voice AI surpasses IVRs and IVAs.]]></description><pubDate>Sun, 01 Feb 2026 06:01:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/how-contact-centers-finally-found-their-voice</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2728]]></dc:identifier></item><item><dc:creator><![CDATA[Eitan Cohen]]></dc:creator><title><![CDATA[Ascending Beyond Copilots]]></title><link>https://www.contactcenterpipeline.com/Article/ascending-beyond-copilots</link><description><![CDATA[Vibe service takes CX to a higher level.]]></description><pubDate>Sun, 01 Feb 2026 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/ascending-beyond-copilots</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2729]]></dc:identifier></item><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[January 2026]]></title><link>https://www.contactcenterpipeline.com/Article/january-2026</link><description><![CDATA[  FEATURING     The “Little Bill”   Looking Beyond the AI Hype   The Workforce Implications of AI    ]]></description><pubDate>Thu, 01 Jan 2026 08:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/january-2026</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2717]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Moving Forward: What Will 2026 Bring For Contact Centers?]]></title><link>https://www.contactcenterpipeline.com/Article/moving-forward-what-will-2026-bring-for-contact-centers</link><description><![CDATA[Our Advisory Board shares timely insights to take into the New Year.]]></description><pubDate>Thu, 01 Jan 2026 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/moving-forward-what-will-2026-bring-for-contact-centers</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2704]]></dc:identifier></item><item><dc:creator><![CDATA[Kathleen Peterson]]></dc:creator><title><![CDATA[The “Little Bill”]]></title><link>https://www.contactcenterpipeline.com/Article/the-little-bill</link><description><![CDATA[That says a lot.]]></description><pubDate>Thu, 01 Jan 2026 06:11:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-little-bill</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2705]]></dc:identifier></item><item><dc:creator><![CDATA[Jim Iyoob]]></dc:creator><title><![CDATA[Looking Beyond the AI Hype]]></title><link>https://www.contactcenterpipeline.com/Article/looking-beyond-the-ai-hype</link><description><![CDATA[What AI can actually deliver in contact centers.]]></description><pubDate>Thu, 01 Jan 2026 06:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/looking-beyond-the-ai-hype</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2706]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[When IT Needs Support…]]></title><link>https://www.contactcenterpipeline.com/Article/when-it-needs-support</link><description><![CDATA[How automation, including AI, helps people help people.]]></description><pubDate>Thu, 01 Jan 2026 06:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/when-it-needs-support</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2707]]></dc:identifier></item><item><dc:creator><![CDATA[Vasili Triant]]></dc:creator><title><![CDATA[Retail’s Loyalty Crisis]]></title><link>https://www.contactcenterpipeline.com/Article/retails-loyalty-crisis</link><description><![CDATA[Why excellent AI-driven customer service is the new storefront.]]></description><pubDate>Thu, 01 Jan 2026 06:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/retails-loyalty-crisis</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2708]]></dc:identifier></item><item><dc:creator><![CDATA[Davit Baghdasaryan]]></dc:creator><title><![CDATA[Moving to BPO-Hosted Voice AI?]]></title><link>https://www.contactcenterpipeline.com/Article/moving-to-bpo-hosted-voice-ai</link><description><![CDATA[Risks, reality, and the path forward.]]></description><pubDate>Thu, 01 Jan 2026 06:07:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/moving-to-bpo-hosted-voice-ai</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2709]]></dc:identifier></item><item><dc:creator><![CDATA[Pranav Dalal]]></dc:creator><title><![CDATA[Mastering the Live Agent Transition]]></title><link>https://www.contactcenterpipeline.com/Article/mastering-the-live-agent-transition</link><description><![CDATA[And how to simultaneously enhance VA efficiency.]]></description><pubDate>Thu, 01 Jan 2026 06:06:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/mastering-the-live-agent-transition</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2710]]></dc:identifier></item><item><dc:creator><![CDATA[Mike Bawn]]></dc:creator><title><![CDATA[The GPS for the CX]]></title><link>https://www.contactcenterpipeline.com/Article/the-gps-for-the-cx</link><description><![CDATA[How journey orchestration drives CX quality.]]></description><pubDate>Thu, 01 Jan 2026 06:05:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-gps-for-the-cx</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2711]]></dc:identifier></item><item><dc:creator><![CDATA[Ljubiša Velikić ]]></dc:creator><title><![CDATA[Why Trust is a Must in CX]]></title><link>https://www.contactcenterpipeline.com/Article/why-trust-is-a-must-in-cx</link><description><![CDATA[And why customer safety is key.]]></description><pubDate>Thu, 01 Jan 2026 06:04:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/why-trust-is-a-must-in-cx</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2712]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[The Workforce Implications of AI]]></title><link>https://www.contactcenterpipeline.com/Article/the-workforce-implications-of-ai</link><description><![CDATA[The benefit of AI for agents and supervisors.]]></description><pubDate>Thu, 01 Jan 2026 06:03:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-workforce-implications-of-ai</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2713]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Is AI Contact Center-Ready?]]></title><link>https://www.contactcenterpipeline.com/Article/is-ai-contact-center-ready</link><description><![CDATA[The answer appears to be yes: if organizations understand its true value.]]></description><pubDate>Thu, 01 Jan 2026 06:02:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/is-ai-contact-center-ready</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2714]]></dc:identifier></item><item><dc:creator><![CDATA[Jason Barr]]></dc:creator><title><![CDATA[Relieving Active and Latent Customer Pain]]></title><link>https://www.contactcenterpipeline.com/Article/relieving-active-and-latent-customer-pain</link><description><![CDATA[Why contact centers must treat both for healthy CXs.]]></description><pubDate>Thu, 01 Jan 2026 06:01:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/relieving-active-and-latent-customer-pain</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2715]]></dc:identifier></item><item><dc:creator><![CDATA[Tom Hanson]]></dc:creator><title><![CDATA[Avaya at a Crossroads]]></title><link>https://www.contactcenterpipeline.com/Article/avaya-at-a-crossroads</link><description><![CDATA[Will Avaya modernize as its enterprise customer users expect?]]></description><pubDate>Thu, 01 Jan 2026 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/avaya-at-a-crossroads</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2716]]></dc:identifier></item><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[December 2025]]></title><link>https://www.contactcenterpipeline.com/Article/december-2025</link><description><![CDATA[  FEATURING     A Blueprint to Achieve High-Performing Contact Center CX   How to Build An Amazing Onboarding Experience   The First 90 Days Decide Everything    ]]></description><pubDate>Mon, 01 Dec 2025 08:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/december-2025</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2703]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Staffing Amidst the Storm]]></title><link>https://www.contactcenterpipeline.com/Article/staffing-amidst-the-storm</link><description><![CDATA[How, in the face of it all, centers can attract and keep their employees.]]></description><pubDate>Mon, 01 Dec 2025 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/staffing-amidst-the-storm</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2690]]></dc:identifier></item><item><dc:creator><![CDATA[Gerry Barber & Mark Russell]]></dc:creator><title><![CDATA[A Blueprint to Achieve High-Performing Contact Center CX]]></title><link>https://www.contactcenterpipeline.com/Article/a-blueprint-to-achieve-high-performing-contact-center-cx</link><description><![CDATA[A step-by-step guide for a solid CX foundation.]]></description><pubDate>Mon, 01 Dec 2025 06:11:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/a-blueprint-to-achieve-high-performing-contact-center-cx</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2691]]></dc:identifier></item><item><dc:creator><![CDATA[Dina Vance]]></dc:creator><title><![CDATA[The AI-Human Balancing Act]]></title><link>https://www.contactcenterpipeline.com/Article/the-ai-human-balancing-act</link><description><![CDATA[Reimagining the CX with best practices.]]></description><pubDate>Mon, 01 Dec 2025 06:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-ai-human-balancing-act</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2692]]></dc:identifier></item><item><dc:creator><![CDATA[Mark Pereira]]></dc:creator><title><![CDATA[Tapping The Power of Knowledge - Part 2]]></title><link>https://www.contactcenterpipeline.com/Article/tapping-the-power-of-knowledge-part-2</link><description><![CDATA[How to use KM to empower agents and elevate CX.]]></description><pubDate>Mon, 01 Dec 2025 06:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/tapping-the-power-of-knowledge-part-2</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2693]]></dc:identifier></item><item><dc:creator><![CDATA[Tiffany N. Harris]]></dc:creator><title><![CDATA[How to Build An Amazing Onboarding Experience]]></title><link>https://www.contactcenterpipeline.com/Article/how-to-build-an-amazing-onboarding-experience</link><description><![CDATA[Why it can help you retain your stars!]]></description><pubDate>Mon, 01 Dec 2025 06:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/how-to-build-an-amazing-onboarding-experience</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2694]]></dc:identifier></item><item><dc:creator><![CDATA[Kathryn E.  Jackson]]></dc:creator><title><![CDATA[The First 90 Days Decide Everything]]></title><link>https://www.contactcenterpipeline.com/Article/the-first-90-days-decide-everything</link><description><![CDATA[A people-first staffing playbook for the contact center.]]></description><pubDate>Mon, 01 Dec 2025 06:07:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-first-90-days-decide-everything</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2696]]></dc:identifier></item><item><dc:creator><![CDATA[Troy Plott]]></dc:creator><title><![CDATA[The Secrets to Efficiency (and Agent Retention)]]></title><link>https://www.contactcenterpipeline.com/Article/the-secrets-to-efficiency-and-agent-retention</link><description><![CDATA[Balancing cognitive load generates smarter schedules.]]></description><pubDate>Mon, 01 Dec 2025 06:06:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-secrets-to-efficiency-and-agent-retention</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2695]]></dc:identifier></item><item><dc:creator><![CDATA[Stéphane Rivard]]></dc:creator><title><![CDATA[Smarter Contact Centers With a Human Touch]]></title><link>https://www.contactcenterpipeline.com/Article/smarter-contact-centers-with-a-human-touch</link><description><![CDATA[How agentic AI can improve agent use, staffing, and training.]]></description><pubDate>Mon, 01 Dec 2025 06:05:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/smarter-contact-centers-with-a-human-touch</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2697]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[Ferrying Excellent Customer Service]]></title><link>https://www.contactcenterpipeline.com/Article/ferrying-excellent-customer-service</link><description><![CDATA[How Canada’s BC Ferries contact center helps customers to get where they are going.]]></description><pubDate>Mon, 01 Dec 2025 06:04:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/ferrying-excellent-customer-service</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2702]]></dc:identifier></item><item><dc:creator><![CDATA[Ankush Gangwani]]></dc:creator><title><![CDATA[Ensuring Reliable AI Applications]]></title><link>https://www.contactcenterpipeline.com/Article/ensuring-reliable-ai-applications</link><description><![CDATA[Harnessing the latest AI tools while preserving access.]]></description><pubDate>Mon, 01 Dec 2025 06:03:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/ensuring-reliable-ai-applications</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2698]]></dc:identifier></item><item><dc:creator><![CDATA[Laura Sikorski]]></dc:creator><title><![CDATA[Your Employees Are Your Greatest Asset]]></title><link>https://www.contactcenterpipeline.com/Article/your-employees-are-your-greatest-asset</link><description><![CDATA[How to keep and grow them.]]></description><pubDate>Mon, 01 Dec 2025 06:02:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/your-employees-are-your-greatest-asset</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2699]]></dc:identifier></item><item><dc:creator><![CDATA[Dr. Joseph Riggio & Henrik Wenøe]]></dc:creator><title><![CDATA[Turning Customers into Advocates]]></title><link>https://www.contactcenterpipeline.com/Article/turning-customers-into-advocates</link><description><![CDATA[A revolutionary approach to training teams.]]></description><pubDate>Mon, 01 Dec 2025 06:01:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/turning-customers-into-advocates</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2700]]></dc:identifier></item><item><dc:creator><![CDATA[Matt Whitmer]]></dc:creator><title><![CDATA[Helping Retail Agents]]></title><link>https://www.contactcenterpipeline.com/Article/helping-retail-agents</link><description><![CDATA[AI can assist agents in coping with burnout and stress.]]></description><pubDate>Mon, 01 Dec 2025 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/helping-retail-agents</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2701]]></dc:identifier></item><item><dc:creator><![CDATA[Contact Center Pipeline]]></dc:creator><title><![CDATA[November 2025]]></title><link>https://www.contactcenterpipeline.com/Article/november-2025</link><description><![CDATA[  FEATURING     Contact Center AI at the Speed of Service    Balancing High-Value Customer Interactions   Is AI Falling into the IVR Traps?    ]]></description><pubDate>Sat, 01 Nov 2025 07:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/november-2025</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2689]]></dc:identifier></item><item><dc:creator><![CDATA[Brendan Read]]></dc:creator><title><![CDATA[The CX Highwire Act]]></title><link>https://www.contactcenterpipeline.com/Article/the-cx-highwire-act</link><description><![CDATA[Can contact centers hold on?]]></description><pubDate>Sat, 01 Nov 2025 06:00:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/the-cx-highwire-act</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2676]]></dc:identifier></item><item><dc:creator><![CDATA[Neeraj Verma]]></dc:creator><title><![CDATA[Contact Center AI at the Speed of Service]]></title><link>https://www.contactcenterpipeline.com/Article/contact-center-ai-at-the-speed-of-service</link><description><![CDATA[The future of CX is real-time.]]></description><pubDate>Sat, 01 Nov 2025 05:11:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/contact-center-ai-at-the-speed-of-service</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2677]]></dc:identifier></item><item><dc:creator><![CDATA[Nate Brown]]></dc:creator><title><![CDATA[Balancing High-Value Customer Interactions]]></title><link>https://www.contactcenterpipeline.com/Article/balancing-high-value-customer-interactions</link><description><![CDATA[Why a value-driven QM approach is best.]]></description><pubDate>Sat, 01 Nov 2025 05:10:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/balancing-high-value-customer-interactions</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2678]]></dc:identifier></item><item><dc:creator><![CDATA[Kumar Chinnakali]]></dc:creator><title><![CDATA[Are You Listening For The Signals?]]></title><link>https://www.contactcenterpipeline.com/Article/are-you-listening-for-the-signals</link><description><![CDATA[AI-assisted signal-centric metrics go beyond satisfaction scores.]]></description><pubDate>Sat, 01 Nov 2025 05:09:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/are-you-listening-for-the-signals</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2679]]></dc:identifier></item><item><dc:creator><![CDATA[John Goodman]]></dc:creator><title><![CDATA[Is AI Falling into the IVR Traps?]]></title><link>https://www.contactcenterpipeline.com/Article/is-ai-falling-into-the-ivr-traps</link><description><![CDATA[ And how to avoid them. ]]></description><pubDate>Sat, 01 Nov 2025 05:08:00 GMT</pubDate><guid>https://www.contactcenterpipeline.com/Article/is-ai-falling-into-the-ivr-traps</guid><dc:identifier><![CDATA[6cb536c8-9cea-4a78-b880-d4db9b4b5eb7-2680]]></dc:identifier></item></channel></rss>