FEATURE

Can Security, Compliance, and Excellent CX Co-Exist?

COACH’ S CORNER

Average Handle Time vs. Human Time – Part 1

CONTACT CENTER SKILLS

Why Screening Harder Won’ t Win – Part 2

AI-DRIVEN RISKS

When AI Shops for Your Customers

CRM AI

CRM AI’ s Hidden Security Risks

9-1-1

9-1-1 at Risk

PLATFORM INTEGRITY

Why Platform Integrity Matters

CONTACT CENTER SECURITY

Can AI Pass The Checkpoints?

COMPLIANCE

Compliance as a CX Imperative

DEEPFAKES

When the Voice Isn’ t Human

6

10

13

16

18

22

25

28

32

36

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 APRIL CANTWELL AARON COSTELLO RACHEL LUTZ GUEVERA MELODY MOREHOUSE MARK PEREIRA DHWANI SONI

TOD CHISHOLM D. JEREMY DEMAR RANA GUJRAL BRAD MURDOCH BRENDAN READ SHAHAR YAARI

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.

CHATBOTS

Your Bot Just Became a Legal Problem

39

STATE REGULATIONS

Automation, Refunds, and Rights to a Human

41

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 411 WALNUT STREET, # 7566; GREEN COVE SPRINGS, FL 32043. 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 © 2026, 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.