CONTENTS MAY 25
FEATURE
Docking Contact Centers in Turbulent Seas
IDIOM INSIGHTS
Evolution of the Contact Center
AI READINESS
Why AI Readiness Should Be a 2025 Priority
INSIDE VIEW
Understanding FCC’ s New Rules
EMERGENCY CONTACT CENTERS
Why NG911 is No Longer Optional
REGULATIONS
Steering Through Europe’ s Regulations
SOCIAL ENGINEERING
Is Evil Contacting Your Contact Center?
DEEPFAKES
Defending Against Deepfakes
VOICE SECURITY
The Growing Dangers Through Voice
AGENTIC AI
The Lurking Dangers of Agentic AI
COMPLIANCE
The Competitive Advantage of Compliance
ARTIFICIAL INTELLIGENCE
Humanizing the AI Experience
6
10
14
17
22
25
30
32
36
39
42
44
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 SANGEETA BHATNAGAR, SB Global 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 |
D. JEREMY DEMAR |
ROGER A. GRIMES |
RYAN KAHAN |
BRIAN MCDONALD |
AMITABH MISRA |
AARON PAINTER |
KATHLEEN M. PETERSON |
BRENDAN READ |
JONJIE SENA |
FRANK SHERLOCK |
FRED STACEY |
RICHARD TSAI |
ADVERTISING SALES advertise @ contactcenterpipeline. com 443.909.6951
DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL
CHIEF TECHNOLOGY OFFICER, EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
EMAIL info @ contactcenterpipeline. com
PLEASE RECYCLE THIS MAGAZINE. PRINTED IN USA USING PAPER FROM RESPONSIBLY MANAGED FORESTS & RECYCLED PLASTICS.
PUBLISHING GROUP Inc.
CONTACT CENTER PIPELINE IS PUBLISHED MONTHLY BY PIPELINE PUBLISHING GROUP, INC. TO SUBSCRIBE OR FOR CUSTOMER SERVICE, CALL 443-909-6951 OR WRITE TO PIPELINE PUBLISHING GROUP, INC. AT PO BOX 3467, ANNAPOLIS, MD 21403. PUBLISHER IS NOT RESPONSIBLE FOR THE EDITORIAL CONTENT OF CONTACT CENTER PIPELINE. VIEWS EXPRESSED HEREIN ARE THOSE OF THE AUTHORS AND SPONSORS AND DO NOT NECESSARILY REFLECT THE OPINION OF THE OWNERSHIP OR MANAGEMENT OF CONTACT CENTER PIPELINE, INC. OR PIPELINE PUBLISHING GROUP, INC. COPYRIGHT © 2024, PIPELINE PUBLISHING GROUP, INC. ALL RIGHTS RESERVED. REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION FROM THE PUBLISHER, PIPELINE PUBLISHING GROUP, INC. IS PROHIBITED.