FEATURE

Taking Off With the Contact Center

RESEARCH

The Return to Voice

INSIDE VIEW

An Interview with JM & A Group

WRITING WELL

When GenAI Should Do the Writing

AUTOMATION

What Contact Centers Can Learn from ATMs

METRICS

Your Metrics Are Accurate … and Misleading

AGENT EXPERIENCE

Bullying, Burnout, and Interpersonal Breakdowns

COACH’ S CORNER

Beyond the Accent

VOICE INTERACTIONS

Accommodating the Accents

ACCESSIBILITY

The Hidden Accessibility Crisis

AGENT TURNOVER

Why Traditional Screening Misses Your Biggest Retention Risk

NEURODIVERSITY

The Neurodiversity Disconnect

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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline. com

EDITOR BRENDAN READ brendan @ contactcenterpipeline. com

ADVISORY BOARD MIKE AOKI, Reflective Keynotes, Inc. JON ARNOLD, J Arnold Associates ELAINE AVERY, Atlantic Union Bank DR. DEBRA BENTSON, NCCCA, Alvaria User Group LORI BOCKLUND, Strategic Contact TIFFANY LAREAU, Human Numbers KATHLEEN M. PETERSON, PowerHouse Consulting, Inc. MICHELE ROWAN, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant

CONTRIBUTING WRITERS MICHAEL BIDWELL MATTHEW ELEFANT STEVE MORRELL JOYCE ODIDISON MARK PEREIRA BRENDAN READ

ROBERT BRADSHAW LINDA HARDEN JENS NÄSSTRÖM LESLIE O’ FLAHAVAN PIER RAGONE DINA VANCE

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CONTACT CENTER INTEGRATION

Turning Acquisition Chaos into Clarity

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