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Explore 2026 ZKast #90 - Will the FCC Kill Offshoring? The Rise of AI Agents and CX Executive Shuffles with 19,592 views, 2 likes, and 0 comments. Experience the impact of this video content that has captured audience attention.

Zeus Kerravala (ZK Research) and Juanita Coley (the "Contact Center Whisperer") are back for another episode of What’s New in CX! After a busy season of jet-setting and "AI in the Wild" dinners, they dive into the massive regulatory shifts and executive moves shaping the contact center landscape in 2026. In this episode, we discuss: The FCC’s Offshoring Proposal: The FCC wants to limit offshore calls to 30%. Is this a "job creator" or a "forcing function" for companies to ditch human agents for AI? The "Avalara Reunion" at Five9: New CEO Amit Mathradas taps Jay Lee as Chief Marketing and Growth Officer. We break down why tying the top and bottom of the funnel is a power move. Verint’s Post-Merger Strategy: With Teresa Anania joining as Chief Customer Officer, can the "New Verint" (Verint + Calabrio) deliver on the promise of outcome-based AI? Sanas & The Accent Barrier: How real-time accent translation is reducing agent abuse, lowering handle times, and driving 20% sales growth. Key Takeaway: Whether it’s regulation or innovation, the goal remains the same: the best customer call is the one that never had to happen. #CX #CustomerExperience #AI #ContactCenter #FCC #Five9 #Verint #Sanas #GenerativeAI #ZKResearch

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