San Diego

The CX Highwire Act Table of Contents, November 2025FEATURE ARTICLEThe CX Highwire ActBy Brendan Read; Q&A with Expert PanelCan contact centers hold on?SPONSORED SPOTLIGHT - NiCEContact Center AI at the Speed of…

Answering the Challenges Table of Contents, September 2025FEATURE ARTICLEAnswering the ChallengesBy Brendan Read; Q&A With CCP Advisory BoardOur Advisory Board shares timely insights into key contact center…

Making Connections Amidst Disruption Table of Contents, July 2025FEATURE ARTICLEMaking Connections Amidst DisruptionBy Brendan Read; Q&A with Expert PanelHow AI and automation are changing them.CONTACT CENTER…

Docking Contact Centers in Turbulent Seas Table of Contents, May 2025FEATURE ARTICLEDocking Contact Centers in Turbulent SeasBy Brendan Read; Q&A with John H. (Jack) BoydLabor costs, AI, and White House policies are…

Speaking The Customers’ Language(s) Table of Contents, March 2025   FEATURE ARTICLE Speaking The Customers’ Language(s) By Brendan Read; Q&A with Expert Panel Multilingual agents and AI can help.IDIOM INSIGHTS…

Moving Forward: What Will 2025 Bring For Contact Centers? Table of Contents, January 2025FEATURE ARTICLEMoving Forward: What Will 2025 Bring For Contact Centers?By Brendan ReadOur Advisory Board shares timely insights…

Ensuring Quality in Anxious Times Table of Contents, November 2024FEATURE ARTICLEEnsuring Quality in Anxious TimesBy Brendan Read; Q&A with Expert PanelIs it time, in these times, to move away from manual…

Meeting Today’s Coaching, Training Challenges Table of Contents, September 2024   FEATURE ARTICLEMeeting Today’s Coaching, Training ChallengesBy Brendan Read; Q&A with Mike Aoki How to manage with generations, impatient customers,…

Connecting With Anxious Customers Table of Contents, July 2024   FEATURE ARTICLEConnecting With Anxious CustomersBy Brendan Read; Q&A with Expert PanelThe cases for careful deflection, supporting preferred channels, and proactive…

Can Contact Centers Mitigate Fraud Risks? Table of Contents, May 2024   FEATURE ARTICLECan Contact Centers Mitigate Fraud Risks?By Brendan Read; Q&A with Richard TsaiFraud is rampant, but steps can be taken to thwart threats.IDIOM…