Welcome to our November issue. I would like to call your attention to a few special articles this month. The Feature includes Verint, NiCE, Qualtrics, and CallMiner discussing contact centers balancing the high wire act for exceptional CX. As they look back and ahead to 2026, you won’t want to miss their insights into CX and loyalty.
We are pleased to present a Special Report this month from John Goodman, “Is AI Falling into the IVR Traps?” John looks at how our IVR experiences and lessons can translate to AI.
Of course, our month would not be complete without discussing empowering agents, quality management, AI, metrics, customer journeys, performance, and trust.
I hope our November issue will serve to enrich your contact center goals and performance.
Please enjoy the issue.
Linda
Table of Contents, November 2025
FEATURE ARTICLE
The CX Highwire Act
By Brendan Read; Q&A with Expert Panel
Can contact centers hold on?
SPONSORED SPOTLIGHT – NiCE
Contact Center AI at the Speed of Service
By Neeraj Verma
The future of CX is real-time.
CUSTOMER EXPERIENCE
Balancing High-Value Customer Interactions
By Nate Brown
Why a value-driven QM approach is best.
METRICS
Are You Listening For The Signals?
By Kumar Chinnakali
AI-assisted signal-centric metrics go beyond satisfaction scores.
SPECIAL REPORT
Is AI Falling into the IVR Traps?
By John Goodman
And how to avoid them.
GENERATIVE AI
Passing the Test
By Rishi Rana
How the new GenAI applications can be assured to function well.
AGENTIC AI
The Next Step in Contact Center Evolution
By Jurgen Hekkink
How agentic AI can improve the CX.
WebRTC
Taking the Real-Time Customer Journey
By David Fischer
With the help of AI-enabled WebRTC.
CUSTOMER TRUST
Trust Isn’t Built with Technology Alone…
By Chris Koehler
Trust is built with transparency.
KNOWLEDGE MANAGEMENT
Tapping The Power of Knowledge – Part 1
By Mark Pereira
How to use KM to empower agents and elevate CX.
QUALITY ASSURANCE
AI: The New QA Standard
By Michael Hutchison
Why and how AI improves interaction monitoring.
SMBs
Jumping the CX Hurdles
By Damon Covey
How new tools can give a lift.
BUSINESS INTELLIGENCE
Elevating Contact Center Performance
By Roman Davydov
Examples of how BI can give the lift.
A special thank you to our authors this month for sharing their insights and wisdom: Nate Brown, Damon Covey, Roman Davydov, Kumar Chinnakali, David Fischer, John Goodman, Jurgen Hekkink, Michael Hutchison, Chris Koehler, Mark Pereira, Rishi Rana, Brendan Read, and Neeraj Verma.
Sincere appreciation to our vendor community: CallMiner, Centrical, Cognigy, dents Israel, Forethought, Human Numbers, MediaShark, MediaSmith, NiCE, NP Digital, Strategic Contact, TransUnion, Verint, WalkerSands, and Webex.
