San Diego

How 9/11 Changed Contact Centers Table of Contents, September 2026FEATURE ARTICLEHow 9/11 Changed Contact CentersBy Brendan Read; Q&A With Advisory BoardThe attacks increased business continuity, connectivity,…

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…