The New Standard for Personalized Service
Submitted by Ulysses Learning
Nearshore Isn’t About Cost Savings—It’s About Workforce Stability
By Walter Sabrin, Chief Talent Officer, Vensure Employer Solutions
Most AI Agents Are Built to Follow Scripts. The Market Needs Ones That Close.
By Fred Fontes Gerards, CEO, Acclaim
The Case for Gig-Style Employees: Flexibility Is a Leadership Choice - Part 3
Submitted by WFH Alliance, Jeremy Hyde, President
Why Data Security in Contact Centers Is a Revenue and Compliance Problem, Not Just an IT Problem
By Ronnie Mize, Chief Technology & Security Officer, Etech Global Services
Your AI Shouldn’t Need Babysitting. Here’s What Comes Next.
By Claudio Rodrigues, Chief Product Officer, Omilia
Complimentary Webcast - Tuesday, June 9th - The AI Child - What Happens Next Depends on Us
Presented by: Sheri Greenhaus, Managing Partner, CrmXchange
Featuring Daniel Ziv, Global VP of Product Management & GTM for AI and Analytics at Verint
Complimentary Webcast Roundtable: Thursday, June 11th – Training, Coaching and Workforce Engagement
Presented By: CrmXchange, NiCE and Verint
Complimentary Webcast: Wednesday, July 15th – Scheduling for Hybrid Teams
Presented By: Solid Rock Consulting
Upcoming Contact/Call Center Webcasts, Events, Announcements, and Classifieds
articles continued on page 6 of the newsletter
5 Actions to Take to Empower Agents in the Age of AI
By Rob Dwyer, Level AI
Why Psychosocial Health Matters in a Contact Centre - A Strategic Imperative
By Deepak Selvaratnam, Snapshotz and Co-founder of Customer Services Audit
Complaints Are Opportunities - Make the Most of Them
By John Tschohl, Founder and President, Service Quality Institute
Tilt 2026 Leave Benchmark Report: How Leading HR Teams Are Redesigning Leave for Scale, Clarity, and Employee Experience
Submitted by Emma Linfield