This month, our readers took a moment to reflect with us on the Sept. 11, 2001, terrorist attacks on the U.S. Our advisory board shared their recollections and insights on the changes that came to the contact center industry as a result of the attacks.
Next on our list of most-read posts this month, Ankush helps us navigate the world of AI integrations. He details the role of contact center AI (CCAI), implementation options, and risk preparedness.
Over to Rana, who addresses two major dangers facing our centers: deepfake voice attacks and identity spoofing. He advocates for the addition of emotion AI and behavioral deepfake detection to combat these threats.
Geoffrey then explores the widening compliance gap between the U.S. and Canada and its implications for vendor selection and customer trust.
Rachel concludes our Top 5 with her insights on platform integrity and its importance not just for customers, but for frontline agents.
How 9/11 Changed Contact Centers
This month marks the 25th anniversary of the September 11, 2001 terrorist attacks on the U.S., which we have marked with this article to honor both those who died and the countless others who selflessly helped the victims and their loved ones.
Ensuring Reliable AI Applications
In 2025, AI in the contact center industry found fast traction due to numerous opportunities to drive better customer and agent experiences. For instance, chatbots answering basic FAQ questions have morphed into AI call center virtual agents managing routine inquiries – even offering callers all the relevant available options – much like their human counterparts. But with so many AI solutions out there, how do you effectively integrate them in ways that fit your needs and infrastructure?
When the Voice Isn’t Human
In 2026, contact centers operate at the intersection of two seismic forces reshaping customer engagement: hyper-scaled AI communications and an equally rapid rise in synthetic voice threats.
The U.S. – Canada Compliance Gap
Email sits at the center of customer service in Canada. Renewal notices, account updates, service alerts, appointments, and payment reminders all depend on it. Email also drives broader customer interaction across contact centers, including calls, chat sessions, web self-service, and in-person visits and appointments. When email fails, everything slows down. Contact centers feel it first because they rely on steady communication to resolve issues and keep customers informed.
Why Platform Integrity Matters
A contact center never needs a sudden surge in calls from frustrated or irate customers. And yet that’s precisely what happens when a company’s digital platform has its integrity broken.
