Our May issue explores two challenges facing leaders today: strengthening security and compliance, and attracting and retaining top talent in a competitive market.
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.
Enjoy the issue,
Linda
Table of Contents, May 2026
FEATURE ARTICLE
Can Security, Compliance, and Excellent CX Co-Exist?
By Brendan Read; Q&A With James Laird, Verint
They must: and here’s how.
COACH’S CORNER
Average Handle Time vs. Human Time – Part 1
By Mark Pereira
Finding the right balance in the CX age.
CONTACT CENTER SKILLS
Why Screening Harder Won’t Win – Part 2
By April Cantwell
There is a new approach to attracting and keeping talent.
AI-DRIVEN RISKS
When AI Shops for Your Customers
By Shahar Yaari
How contact centers can manage the new risks.
CRM AI
CRM AI’s Hidden Security Risks
By Aaron Costello
How to manage them.
9-1-1
9-1-1 at Risk
By D. Jeremy DeMar
How to protect it.
PLATFORM INTEGRITY
Why Platform Integrity Matters
By Rachel Lutz Guevera
How contact centers can help.
CONTACT CENTER SECURITY
Can AI Pass The Checkpoints?
By Brad Murdoch
How to avoid blocking its adoption.
COMPLIANCE
Compliance as a CX Imperative
By Tod Chisholm
How to securely deliver excellent CXs.
DEEPFAKES
When the Voice Isn’t Human
By Rana Gujral
How to manage the growing deepfake threat.
CHATBOTS
Your Bot Just Became a Legal Problem
By Dhwani Soni
Here’s why and how to fix it.
STATE REGULATIONS
Automation, Refunds, and Rights to a Human
By Melody Morehouse
The wide implications of California’s new laws.
A special thank you to our authors this month for sharing their insights and wisdom: April Cantwell, Tod Chisholm, Aaron Costello, D. Jeremy Demar, Rachel Lutz Guevera, Rana Gujral, Melody Morehouse, Brad Murdoch, Mark Pereira, Brendan Read, Dhwani Soni, and Shahar Yaari.
Sincere appreciation to our vendor community: Ada, CallMiner, Centrical, Cognigy, Human Numbers, Khoros, MediaShark, MediaSmith, NiCE, NP Digital, Regal, Strategic Contact, SuccessKPI, Walker Sands, Webex, and Xima Software.
