San Diego

What Can Be Done to Prevent Agent Burnout? Table of Contents, July 2026FEATURE ARTICLEWhat Can Be Done to Prevent Agent Burnout?By Linda Harden; Q&A with Dave Rennyson There are new AI-powered QM tools that can…

Can Security, Compliance, and Excellent CX Co-Exist? Table of Contents, May 2026FEATURE ARTICLECan Security, Compliance, and Excellent CX Co-Exist?By Brendan Read; Q&A With James Laird, VerintThey must: and here’s…

Taking Off With the Contact Center Table of Contents, March 2026FEATURE ARTICLETaking Off With the Contact CenterBy Brendan Read; Q&A with Iker Urionaguena How ultra-low-cost carrier Volaris provides excellent…

Moving Forward: What Will 2026 Bring For Contact Centers? Table of Contents, January 2026FEATURE ARTICLEMoving Forward: What Will 2026 Bring For Contact Centers?By Brendan Read; Q&A With Advisory BoardOur Advisory…

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…