Customer experience has become the defining battleground for many businesses. Organizations are racing to create faster, smarter, and more personalized interactions. The question facing us today is not whether to innovate, but how to find the right balance.
As multimodal AI moves towards practical application, businesses now have the ability to understand customers across text, voice, and video in ways previously unimaginable. Once again, we are faced with how to integrate these technologies into current processes for effective results.
We continue to discuss how best to attract and retain talent, so don’t miss Part 3 of April’s article on how to do just that.
A common thread with our articles this month is to focus on how organizations can integrate innovation without losing sight of what matters most — people. The most successful companies are not choosing between automation and human connection. They are looking for the balance and how to use new technologies to strengthen our customer experiences and drive business forward.
I hope this issue provides inspiration for the months ahead.
Linda
Table of Contents, June 2026
FEATURE ARTICLE
Vive la Contact Centre Difference, Eh?
By Brendan Read; Q&A with Mike Aoki and Afshan Kinder
How best to serve the unique Canadian customers.
COACH’S CORNER
Average Handle Time vs. Human Time – Part 2
By Mark Pereira
Finding the right balance in the CX age.
SUPPLY CHAIN
Why Supply Chain Success Is Customer Success
By Nimesh Akhauri
How your contact center can help fix issues.
CONTACT CENTER SKILLS
Why Screening Harder Won’t Win – Part 3
By April Cantwell
There is a new approach to attracting and keeping talent.
SMBs
Beyond Spreadsheets
By Jeff Kuo
How no-code tools can power contact centers.
LATIN AMERICA CONTACT CENTERS
How Best to Serve LATAM Customers
By Pablo Rossel Estay
Why a market-by-market strategy is essential.
MULTIMODAL AI
Breathing New Life Into FCR
By Ankit Talwar
How multimodal AI revives it.
CUSTOMER EFFORT
Should Your Customers Work for You?
By Bryan Cheung
How to make automation successful so they don’t.
OUTBOUND
Why CX Increasingly Requires Outbound
By Daniel Foppen
How best to provide it.
CUSTOMER EXPERIENCE
The CX Execution Crisis
By Denys Dubner
AI without implementation ability is the new threat.
COMPLIANCE
The U.S. – Canada Compliance Gap
By Geoffrey Blanc
Why it is a risk for contact centers.
NEAR/OFFSHORING
FCC NPRMs Target Near/Offshore Call Centers
By Melody Morehouse
Agency, lawmakers are also aiming at outbound dialing.
A special thank you to our authors this month for sharing their insights and wisdom: Nimesh Akhauri, Geoffrey Blanc, April Cantwell, Bryan Cheung, Denys Dubner, Pablo Rossel Estay, Daniel Foppen, Jeff Kuo, Melody Morehouse, Mark Pereira, Brendan Read, and Ankit Talwar.
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.
