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12
JULY 2026
INSIDE THE ISSUE...
COACH’ S CORNER AVERAGE HANDLE TIME VS. HUMAN TIME – PART 3
REAL ANSWERS FOR REAL CX QUESTIONS
16
19
STRATEGY WHY SWITCH TO PROACTIVE FROM REACTIVE?
AI AGENTS MOVING AI AGENTS FROM PILOT TO PRODUCTION
WHAT CAN BE DONE TO PREVENT AGENT BURNOUT?
Q & A WITH...
THERE ARE NEW AI-POWERED QM TOOLS THAT CAN HELP.
BY LINDA HARDEN CONTACT CENTER PIPELINE; Q & A WITH DAVE RENNYSON
PAGE 6
ILLUSTRATION PROVIDED BY ADOBE IMAGES
BUSINESS PROCESS OUTSOURCING
DO OFFSHORE BPOs HAVE A FUTURE?- PAGE 30
RICH COMMUNICATIONS SERVICES
HOW RCS HELPS THE CONTACT CENTER- PAGE 39
CHATBOTS
PREVENTING CHATBOT FAILURE- PAGE 48