Only 16% of customers feel truly understood. Are you ready to lead the shift?
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
Agenda Day 1
2:30 PM Analyst Office Hours: FCC Proposal on Contact Center Outsourcing
On March 26, 2026, the FCC voted to advance a Notice of Proposed Rulemaking (NPRM) — while this is an early step, it signals the potential reality of major changes in the contact center.
The FCC is considering incentives to encourage the return of call center operations to the US. If enacted, this proposed rule will significantly impact how telecommunications organizations manage contact center operations, specifically those relying on offshore and nearshore support.
When thinking about the future of experiences, leaders must prepare for potential operational challenges. These proposed changes represent more than just a change to cost structures, they have major implications on the entire customer experience.
Join this session to learn more about the FCC proposal and stay informed on key changes and real-time updates.
This session will cover:
- Highlights of the FCC proposal on contact center outsourcing
- Industry insights from the Enterprise Communications Advocacy Coalition
- Implications beyond telecommunications policy
- How to prepare for whatever comes next
