FROM THE PIPELINE
CONTACT CENTER SECURITY
LINDA HARDEN PUBLISHER, CONTACT CENTER PIPELINE
This issue explores two challenges facing leaders today: strengthening security and compliance, and attracting and retaining top talent in a competitive market.
CAN AI PASS THE CHECKPOINTS?
HOW TO AVOID BLOCKING ITS ADOPTION.
BY BRAD MURDOCH
STATE REGULATIONS
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Security is no longer a back-office concern— it is a front-line priority. With the rise of AI-driven interactions, cloud-based platforms, and distributed workforces, contact centers are handling more sensitive data than ever before. This makes us targets for cyber threats and regulatory scrutiny. In this issue, we examine how we can build resilient security frameworks while maintaining seamless customer experiences. The message is clear: trust is now a core component of customer service.
At the same time, the human element remains just as critical. Even as automation and AI reshape operations, skilled and engaged employees are the backbone of exceptional customer interactions. Yet attracting and keeping talent has never been more challenging.
What ties these themes together is the need for balance. Technology must enhance— not replace— the human experience. Security must protect without creating friction.
AUTOMATION, REFUNDS, AND RIGHTS TO A HUMAN
THE WIDE IMPLICATIONS OF CALIFORNIA’ S NEW LAWS.
BY MELODY MOREHOUSE
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Enjoy the issue,
Linda Harden Publisher Contact Center Pipeline
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