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If Pixar’s Hoppers Is Propaganda, Then Maybe It’s Propaganda…

People & culture

relent_Admin

March 29, 2026

If Pixar’s Hoppers Is Propaganda, Then Maybe It’s Propaganda…

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If money talks, then Hoppers is shouting. The movie currently holds the number one spot at the box office, having earned over $240 million so far. Despite having received its share of rotten tomatoes from people who tout it as propaganda, Hoppers‘ strong box office performance (and critical acclaim) could be a subtle hint that people are feeling disconnected from nature and need something to remind them of the Garden that we were commanded to keep but have long since paved over.

Pixar’s latest film unfolds in the fictional city of Beaverton, whose namesake has become an obstacle to progress. Enter Mabel Tanaka, an avid environmentalist who received her love and appreciation of nature from her grandmother. Mabel is the star of Hoppers, particularly when she’s in beaver form.

A research program at Mabel’s university is engaged in some suspicious activity: transferring human consciousness into animals. The point of the program is to truly understand nature at an intimate level, and the result is a heart transformation for everyone—like Mabel—who comes into contact with it. Meanwhile, Beaverton’s shady mayor Jerry Generazzo, who is more worried about reelection than the environment, has the opportunity to build a giant freeway through a glade. He not only jumps at the chance but also uses questionable tactics to ensure his project is completed.

Hoppers reminds us that it’s challenging to govern that which we do not love.

Initially, though, Jerry can’t build in the glade because animals are present. To remedy this, he installs fake trees that emit a frequency that drives the creatures away from the construction site. The mayor’s tactic of making them miserable so they leave is a subtle critique of how we often handle environmental ethics today. Although we might not kill a forest, we will fragment it with roads or pollute its landscape until it can no longer support life. By making the environment uninhabitable rather than using direct violence, the mayor attempts to absolve himself of the “sin” of destruction while still achieving the same exploitative end. Mabel, on the other hand, plans to fight for the glade and its animals by becoming one of them.

The central theme in Hoppers is “creation care.” Scholars Douglas Moo and Jonathan Moo explain that “creation care refers to two interrelated things at the same time: both our ethical obligation and the fundamental basis for that obligation. We care for creation because we care about creation.” ¹ Unfortunately, creation care has become downplayed in Christianity despite being one of the first instructions given to humanity.

Genesis 2:15 states that “The Lord God took the man and put him in the garden of Eden to work it and keep it.” Humanity was given two jobs in that passage: working and keeping the garden. The Hebrew words used for “work” and “keep” speak volumes here. The word for “work”—avodah—is the same word used for “worship,” which implies that tending the earth is a form of liturgical service. The second word—shomer—means to “guard” or “protect.” These concepts, however, have been literally lost in translation in the many discussions surrounding the church’s ecological responsibilities.

Several major shifts have pushed ecology to the periphery of many Christian traditions, starting with a heavy doctrinal leaning towards eschatology. If we’re going to heaven anyway, then what does it matter if the world’s burning? Another shift was the Industrial Revolution, during which stewardship was often reinterpreted strictly as “dominion” (Genesis 1:28). This interpretation justified extraction and exploitation in the name of progress. Finally, our modern political culture also bears responsibility. In the late 20th century, “environmentalism” became culturally coded as a secular, progressive movement, which caused some conservative theological circles to distance themselves from it in order to maintain a more “biblical” identity.

One could argue that the Industrial Revolution and modern politics are, in fact, new variations of ancient problems, and they’d be right. For example, biblical Israel struggled with keeping the shmita, or sabbatical year, which was meant to give the land rest from agricultural work. Sandra Richter explains:

In contrast to the consumer culture in which we live, Leviticus teaches that it is not acceptable to take from the land everything you can. Rather, God’s people are commanded to leave enough so that the land can replenish itself for future harvests and future generations—even though such methods would significantly cut into the farmer’s short-term, agricultural profits. ²

God explicitly told Israel that if they did not allow the land to rest, then he would remove them so the land could finally enjoy its Sabbaths (Leviticus 26:34-35). To that point, Hoppers’ climax finds a tiny caterpillar—the glade’s most vulnerable animal—attempting to exact revenge and “squish” the humans to reclaim the land’s rest precisely because humanity has refused to grant it voluntarily. Ultimately, the cute little animals pushed out of the glade want more than shmita; they want justice.

Shmita violations were pre-industrial, proof that the downplaying of creation care is far more than just a modern problem: it’s an ancient spiritual one. Jeremy Evans and Daniel Heimbach observe that the “problem of ecological belligerence and cosmic self-centeredness is not distinctly Christian or even Western; it is as human as sin itself.” They note how predominantly secular civilizations were also apathetic and uninterested in caring for the environment, such as “Rome’s appetite for bestial carnage in the Coliseum, which contributed to the loss of large animals across Europe, North Africa, and beyond. Spectators were even treated to fights between polar bears and seals.” ³

Along with the aforementioned climax, Hoppers also brilliantly uses the beaver for symbolism. The beaver is a keystone species, bringing water (the source of life) to the glade while also inspiring the very name of Beaverton itself. Nevertheless, the city’s mayor insists on driving the animal away. The irony isn’t lost on the viewer.

When Mayor Jerry views the beaver as an obstacle rather than a keystone, he reveals a fundamental misunderstanding of how life actually works. He must literally become part of creation to understand its value. That could have been avoided if he’d only taken the more peaceful route of spending time outside on a cool rock, admiring the glade. Instead, he’s forced to reintegrate himself with the creation that he was so adamant about destroying.

Hoppers arrives in arguably one of the worst ecological times in history. For thousands of years, Earth has been rocked by war, deforestation, and contamination. And today, there are the additional layers of weather modification, data centers, and chemical and biological warfare. Even if one believes that climate change is a hoax, there’s no denying that we face heavy ecological challenges.

I’ve heard concerns that Hoppers might be propaganda or contain a political agenda. Unfortunately, any time a film advocates for the environment, it risks being dismissed as such, with critics calling out clear-cut “animals good, humans bad” binaries or tropes like the “evil developer.” But Hoppers spends more time on Mabel’s inner transformation than on policy. Its focus is empathy, and if the film has any “agenda,” then it could be simply put as “nature is valuable and we shouldn’t carelessly destroy it.”

Even so, some might still argue that care for nature is partisan propaganda, a label that often stems from our discomfort at being told that we’ve become careless stewards of the creation that God gave us to govern. Hoppers reminds us that it’s challenging to govern that which we do not love, and we cannot love that which we have distanced ourselves from with fake trees and frequencies.

Moo, Douglas J., and Jonathan A. Moo. Creation Care: A Biblical Theology of the Natural World. Biblical Theology for Life. Grand Rapids, MI: Zondervan, 2018. 24. ↩︎
Richter, Sandra (2007) “A Biblical Theology of Creation Care,” The Asbury Journal: Vol. 62: No. 1, p. 70. ↩︎
Evans, Jeremy A., and Daniel Heimbach, eds. Taking Christian Moral Thought Seriously: The Philosophy of Ethical Inner-Consistency. Nashville, TN: B&H Academic, 2011. p. 180. ↩︎

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Blind Rage

relent_Admin

March 29, 2026

You scroll at 2 a.m., thumb heavy, eyes burning from the blue glow. A post drops—Jay-Z’s name surfaces again, tangled in the latest swirl of old accusations that already collapsed under their own weight. The lawsuit from late 2024, the one claiming something unthinkable from 2000, got withdrawn in early 2025 after the accuser admitted inconsistencies. Jay-Z called it heartbreaking, fought it straight, even turned around and sued for what he saw as extortion. But the comment lands anyway: “Who cares….” Patty types it out raw. You feel the ache underneath—the sense that the powerful play by different rules, that money talks louder than mouths, that regular people get fed scraps while the curtain stays drawn. Your reply comes gentle at first: “I hear you, Patty. ‘Who cares’ hits different when the real ache underneath is feeling unseen, left out, unloved—no matter whose name is on the post.” She pushes back. The celebrities act like they care, but their money never matches the words. Pocket-watching. Hypocrisy. You press, calm but direct: where exactly is their money supposed to be? What’s the rule? Last you checked, their job was to entertain, handle their families, maybe model something worth following. She shuts it down hard: “I really don’t give a crap about them or what you have to say.” You step back. “Sidestepping the question, but I get it. I hope you heal your hurts.” That’s the moment the story idea hits you like cold water: Blind Rage. Not the flashy, meme-level outrage that trends for a day. The quiet, grinding kind that lives in grown adults who still can’t sit with a one-sided story without letting it poison the well. Jay-Z has lived decades behind that curtain—calculated moves, empire-building, the kind of success that invites projection. He doesn’t spill every detail of his nights, his decisions, his private wars. That choice carries a cost. People fill the silence with their own script. Conspiracy theories bloom because the void feels safer than uncertainty. One-sided clips, edited headlines, visceral anger at a man they’ve never met—anger that feels real because emotion always does, even when it’s fed by fragments. Listen to the audio transcript you captured. The voice cracks with frustration at how social media exposes the world’s lunacy. How people judge from what they see, what they hear secondhand, what slips into the brain and won’t leave. “An emotion is a real thing. Anger is a real thing.” They feel it for strangers based on a short, edited clip from a propaganda machine, and suddenly you’re the enemy of freedom if you push back. No rabbit hole. No investment. Just instant compliance to the feeling. You’ve seen it in the comments, in late-night scrolls, in your own chest sometimes. The hurt Patty carried wasn’t really about Jay-Z’s wallet or his transparency. It was the ache of feeling small while others seem untouchable. The rage isn’t blind by accident—it protects. It keeps the world simple: powerful = villain, me = victim, no need to wrestle the gray. But one-sided stories only end one way. They harden. They isolate. They turn the mirror into a weapon pointed outward so you never have to look in. Jay-Z pulled the curtain back a little in that GQ interview—admitted the uncontrollable anger, the heartbreak, the drain. Most big names wouldn’t have replied to Patty at all. The algorithm rewards silence or spectacle, not the quiet work of showing up. Here’s the fracture you sit with tonight: we’re all carrying something at 2 a.m. Scrolling because the disconnection aches. Wanting to matter, to be seen, to have our pain witnessed without it being dismissed as “who cares.” The celebrities become stand-ins for every system that feels rigged. The rage becomes a cup of warmth in the cold ocean—temporary, but it beats freezing alone. Blind rage feels righteous in the moment. It gives the hurt a target. But it never fixes the sea. It just keeps you treading water, fists clenched, missing the one cup someone might actually hand you if you let the question land. What’s weighing on you tonight that makes the name trigger the heat before the facts even settle? Not asking to defend anyone. Asking because I’ve felt the pull too—the temptation to let the emotion ride without checking the receipt. Grown adults, full-grown, still chasing the hit of being right without doing the dive. The story “Blind Rage” doesn’t need villains or heroes. It needs the mirror. The part where you pause mid-scroll, feel the ache, and ask: whose cup am I really reaching for? Is it healing, or just another way to stay unseen? You showed up in the comments. I showed up back. That small exchange—two strangers refusing to let the algorithm win—matters more than the next headline. The curtain stays thick for a reason. Transparency costs. But so does the rage we nurse in its shadow. Tell me what actually reaches you when everything feels pointless. Not the rage. The part that still wants the warm water. I’m still here, listening. Even if it’s just one cup.

Blind Rage

People & culture

relent_Admin

March 29, 2026

Daniel Jenney: Seeking Order in an Overcrowded World

Arts

relent_Admin

March 28, 2026

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The Architecture of Quiet Discovery

Daniel Jenney has spent more than eighteen years working behind the camera, balancing the practical demands of professional photography with a persistent desire to create art on his own terms. This dual path has shaped a distinctive voice within contemporary photography, one grounded in structure, atmosphere, and the silent character of built and natural environments. His images resist spectacle for its own sake, instead inviting viewers to pause and reconsider the spaces they thought they understood. Whether capturing a towering facade or a remote stretch of landscape, he approaches each subject with an instinct for form and mood that elevates the ordinary into something contemplative. Over time, this sustained commitment to both craft and curiosity has positioned his work within a conversation about how architecture and landscape can be reimagined through a disciplined yet emotionally resonant lens.

Client-driven assignments have played a decisive role in shaping how he approaches his personal projects. Commercial photography demands planning, coordination, and execution within defined parameters. Schedules must align, weather must cooperate, and expectations must be met. In response to those constraints, his artistic process has evolved in the opposite direction. When creating for himself, he avoids rigid shot lists and predetermined compositions. Instead, he searches, wanders, and observes, allowing the environment to guide the image rather than forcing it into a blueprint. This organic method is not accidental but a deliberate counterbalance to structured client work. Discovery becomes both method and motivation, an ongoing search for fleeting alignments of light, shadow, and geometry that cannot be manufactured through planning alone.

The resulting body of work reveals a sustained meditation on structure and atmosphere. Buildings are not treated merely as functional objects but as rhythmic systems of lines and planes. Glass panels reflect dusk skies in saturated hues, while concrete surfaces become studies in repetition and interruption. Even in landscapes, compositional clarity prevails. Roads cut decisive paths through forests and plains, and the night sky appears as a measured arc suspended above restrained foregrounds. Throughout these images, geometry operates as both visual device and philosophical anchor. Order emerges from complexity, and stillness is carved from environments that are otherwise crowded and loud. This preference for isolation and clarity establishes a consistent visual language that continues to evolve with each new discovery.

Daniel Jenney: Between Profession and Personal Vision

Professional photographer and art photographer may share tools, yet they represent distinct pursuits in Daniel Jenney’s career. For years he has attempted to embody both simultaneously, navigating the expectations of clients while nurturing an independent creative identity. The commercial side of his practice is rooted in reliability and workflow management. Coordinating project timelines, monitoring weather conditions, organizing shoot days, and maintaining efficient editing processes are everyday responsibilities. Establishing repeatable systems prevents late projects from accumulating and preserves his energy for future assignments. This disciplined infrastructure supports the practical realities of sustaining a long-term career in photography. It also creates the breathing room necessary for artistic exploration. Without such structure, creative freedom would be compromised by logistical overwhelm.

In contrast, his art photography emerges from a deeply personal impulse. He often questions whether he consciously chose to become an artist at all, describing his creative experimentation as a response to professional limitations rather than a predetermined ambition. Crafting a single image that belongs entirely to him offers a sense of meditation and focus. Editing becomes a quiet ritual, a space to refine color, shadow, and perspective until the image reflects his internal vision. The act of perfecting an image is less about external validation and more about personal satisfaction. Through this practice, he discovered that art did not require documentary fidelity. Digital photography could serve as an expressive medium in its own right, capable of conveying mood and atmosphere through deliberate manipulation of color and contrast.

Boldness defines his aesthetic, yet that boldness coexists with restraint. Heavy, saturated colors and pronounced shadows create immediate visual impact. Harsh angles, patterns, and strong diagonals establish structural intensity. At the same time, his compositions remain uncluttered and thoughtful. A single subject typically anchors the frame, and human figures are intentionally absent. This avoidance of the human form is not an oversight but a philosophical stance. In a world that often feels overcrowded and frenetic, he seeks moments when a place stands alone. An empty alley bathed in perfect light or a facade stripped of pedestrian traffic becomes a rare and precious sight. By removing people from the scene, he invites viewers to engage directly with space itself, unmediated by narrative distraction.

Chromatic Tension and Structural Abstraction

Color in Daniel Jenney’s work functions as emotional architecture. His palette frequently oscillates between cool twilight blues and the molten warmth of sunset and artificial illumination. Cyan reflections meet copper highlights, and deep indigo fields contrast with soft rose accents. These juxtapositions infuse rigid architectural forms with a sense of transience. Buildings that might otherwise appear static begin to pulse with atmospheric life. Light is never incidental; it animates surfaces, carves out texture, and transforms reflective glass into luminous mirrors. Through careful editing, saturation intensifies without overwhelming the composition, allowing mood to rise from contrast rather than chaos. This disciplined handling of color reinforces the idea that digital photography is not bound to documentation but can function as expressive interpretation.

Architectural abstraction is another defining element of his style. Facades become studies in repetition, tessellation, and layered perspective. The camera isolates fragments of larger structures, collapsing scale so that windows and panels read as abstract patterns. Diagonals intersect with vertical grids, and reflective surfaces multiply lines into complex visual rhythms. The resulting images often verge on the sculptural, transforming steel and concrete into compositions that feel both precise and poetic. By narrowing his focus to particular segments of a building, he encourages viewers to reconsider familiar landmarks as dynamic arrangements of shape and light. This approach aligns with his broader philosophy of discovery, revealing visual possibilities in spaces that may have been overlooked countless times.

When turning toward landscape, the same structural sensibility persists. Roads extend as deliberate leading lines across plains and through forests, guiding the eye toward distant vanishing points. Glaciers fracture into bold geometric masses, their fissures rendered with clarity and depth. Even expansive night skies are framed with restraint, the Milky Way positioned within balanced negative space rather than dominating the composition. Subtle moments of irony occasionally appear, such as a retro trailer beneath a vast desert sky or an unexpected object interrupting an otherwise serene scene. These details introduce cultural texture without compromising compositional rigor. Across architecture and landscape alike, his images consistently seek equilibrium between intensity and stillness.

Daniel Jenney: A Defining Image and the Road Ahead

Among the many works that mark his artistic progression, one image stands apart as a turning point. Created in 2017, “Gehry at Sunset” captures a portion of the Walt Disney Opera House while facing west from the middle of a busy downtown Los Angeles intersection. The photograph isolates the building’s sculptural surfaces as they absorb and reflect the fading light of day. Shot with his Canon 50D, the image represents the moment he recognized his own stylistic direction. Heavy color, bold angles, and a commanding interplay of shadow and reflection coalesce into a composition that feels both architectural and expressive. Printing the piece on Fujiflex Silver Halide further enhances its luminous qualities, allowing the colors and tonal transitions to achieve striking clarity.

The significance of “Gehry at Sunset” extends beyond aesthetics. It was the first photograph that garnered meaningful recognition and respect within the artistic community. That acknowledgment validated years of experimentation and uncertainty. Without this image, he believes his trajectory might have unfolded differently. The photograph crystallized the elements that now define his body of work: structural abstraction, saturated color, and an absence of human presence. It also affirmed his belief that artistic growth can emerge from professional constraint. Standing in a bustling intersection yet choosing to frame only the architecture encapsulates his commitment to isolating stillness within chaos. The image remains both milestone and compass, guiding subsequent projects.

Looking forward, his ambitions continue to revolve around exploration and research. A long-envisioned project aims to document the industrialization of the American West against picturesque backdrops. Such a series would require extensive scouting, careful timing, and thoughtful consideration of how industry intersects with landscape. The concept aligns naturally with his established interest in structure and environment, promising a visual dialogue between human construction and expansive scenery. While day-to-day assignments sustain his practice, reserving time for curiosity ensures that artistic growth remains central to his career. Through disciplined workflow and persistent discovery, Daniel Jenney continues refining a body of work that seeks clarity, order, and quiet intensity within the modern world.

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Types, Benefits & Trends (2026 Guide)

Business

relent_Admin

March 28, 2026

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Not long ago, a call center meant rows of agents, banks of desk phones, and a single location handling every customer interaction. That model still exists, but it’s quickly becoming the exception rather than the rule.

That’s where call center technology comes in. From VoIP and call routing to analytics, CRM integration, and conversational AI, the right stack helps you manage higher volumes, route customers intelligently, and give agents the context they need to resolve issues faster.

In this guide, we’ll break down the key types of contact center technology, what each one does, the benefits they deliver, and how to choose the tools that match your team’s channels, call flows, and growth goals.

What Is Call Center Technology?

Call center technology is a collection of integrated digital platforms that help businesses manage, track, and optimize each customer interaction across voice, email, chat, SMS, social media, and more.

These technologies go beyond traditional phone call-based communication. They cover the full customer journey: routing calls to the right agent (ACD/IVR), surfacing customer information and context (CRM), automating repetitive tasks, analyzing interactions, and unifying every channel into a single workflow.

This technology allows call centers to improve customer experience by reducing wait times and enabling personalization. It also helps boost agent productivity through automation (dialers, workflows, AI assistance) and easier access to information.

For customer service leaders, the right technology stack isn’t optional, it’s what separates reactive support from a genuinely great customer experience.

Here’s a breakdown of the key types of contact center technology most teams rely on.

Types of Contact Center Technology

These are the core technologies that are essential for a productive call center and form the foundation for excellent customer service.

1. VoIP (cloud calling)

VoIP (Voice over Internet Protocol) enables business calling over the internet instead of traditional phone lines. It supports core voice features plus modern communications tools such as voicemail, SMS, and fax, often within one system. Voicemail-to-email integration helps ensure that customer inquiries do not slip through the cracks. It can also improve accessibility for agents with hearing impairments.

Because calls route through a cloud platform, teams can answer from desk phones, softphones, or mobile devices, which is, of course, useful for remote work and continuity. VoIP also scales easily as you add users, numbers, and call flows, typically with lower overhead than legacy telephony.

Most VoIP platforms include advanced cloud-based VoIP features that improve customer experience and operations, such as auto attendants, intelligent call routing, call recording, analytics, and CRM integrations that surface customer context during calls to provide personalized service.

2. CRM integration

CRM (customer relationship management) integration connects your contact center tools with customer records so agents have context during every interaction—past purchases, support tickets, product preferences, notes, and account details—without switching screens. That context supports faster resolutions and more personalized conversations.

Common CRM-telephony features include:

Screen pops and click-to-call so agents can answer or place calls from the CRM
Automatic call logging (calls, outcomes, notes, recordings) tied to the right contact
Smarter routing and prioritization based on customer status or history
Better reporting that links conversations to outcomes like conversions, renewals, or churn signals

The result of CRM integrationsis optimized workflows, less manual work for agents, clearer visibility for managers, and a smoother experience for callers to ensure that you meet all customer expectations.

3. Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI) is a powerful technology that links your phone system with business applications so each call center agent can handle calls directly from their computer to manage calls more efficiently and provide exceptional customer service. It’s what enables basics like screen pop (caller info appears automatically), click-to-call, and automatic call logging into a CRM or help desk.

Computer Telephony Integration (CTI) enables screen pop

CTI also reduces manual work by automating steps such as saving call outcomes, attaching notes/recordings to the right contact, and triggering workflows after a call. The result is faster handling, fewer repeat questions, and better visibility into what happened across every customer interaction.

4. ACD (skills-based routing)

An automatic call distributor (ACD) manages inbound call queues and assigns calls to available agents. With skills-based routing, the ACD matches each caller to the best agent based on issue type, language, product knowledge, or customer priority.

For example, let’s say Mohammed is trained in billing and payment processing, while Tina specializes in broadband troubleshooting. If a customer calls with a connectivity issue, skills-based routing sends the call to Tina—not Mohammed—so the customer reaches the right expert the first time.

This reduces misrouted calls and transfers, improves first-call resolution, and shortens handle time—because callers reach someone who can solve the problem without repeating themselves.

5. Self-service (IVR and auto-attendant)

Interactive voice response (IVR) and auto-attendants greet callers and route them to the right place using menu options or simple voice prompts. Done well, an effective IVR system can:

Reduce call abandonment by getting callers to the right agent quickly.
Lower costs by automating simple queries and providing self-service.
Improve customer satisfaction through shorter wait times.
Allow agents to focus on complex issues.

For example: “Thanks for calling ABC Company. If you know your party’s extension, dial it now. For billing, say or press 1. For tech support, say or press 2.” From there, the system routes the caller to the right department, with optional sub-menus to narrow the request if needed.

Some teams take self-service further with AI receptionists/voice agents that let callers describe what they need in plain language and then route or resolve requests automatically: this is covered in the Conversational AI section below.

6. Queue management

When call volume exceeds agent capacity, queue management (call queuing, callbacks) keeps waits organized and predictable. It sets expectations, prioritizes urgent or high-value calls when needed, and reduces abandon rates during busy periods.

Common queue tools include:

Estimated wait time or queue position updates so callers know what to expect
Music/messages on hold to reduce frustration during waits
Automatic call distribution (ACD) queue routing to distribute calls to the right available agents
Callbacks so callers can keep their place in line without staying on hold

The goal is simple: protect the customer experience when waits are unavoidable by combining clear communication with smarter routing.

7. Outbound dialers

Manually working through lists is tedious and prone to human error. But outbound call center dialers (predictive/power/preview) automate calling lists so reps spend less time dialing and more time talking to customers.

A predictive dialer can also be used for customer satisfaction surveys or appointment reminders. For scheduled callbacks, predictive technology monitors staff availability in real time. Once a human agent is free, the system automatically places the callback without agent intervention.

Common dialer types include:

Predictive dialers: Use algorithms to dial ahead and connect agents to live answers, reducing idle time between calls.
Power dialers: Call through a list automatically, one number at a time, keeping pacing consistent without over-dialing.
Preview dialers: Show the contact record first, then let the agent start the call (useful for higher-value or more complex conversations).

Most dialers also support scheduled callbacks and screen pops so agents have context before the conversation starts. It’s a win-win for operational efficiency and customer trust.

8. Data analytics and reporting

Call analytics turn daily activity into measurable trends, helping teams spot issues and improve performance faster. For example, you can identify long hold times or high abandon rates, then coach agents or adjust staffing and routing to reduce delays.

Most platforms offer real-time dashboards (queue health, wait times, agent status) and historical reports (volume trends, AHT, service level, CSAT) so managers can forecast demand and compare performance by team, queue, or channel. The best tools include ready-made reports plus the option to customize views around the metrics you care about most.

9. Call recording and QA/coaching

Contact center technologies turn raw call center data into clear actions for your team to improve customer service quality and team performance. Call recording and quality assurance (QA) tools help supervisors improve consistency, compliance, and agent performance. Recordings create a reliable record of customer conversations for training, dispute review, and coaching.

Most platforms pair recording with QA workflows such as scorecards, call tagging, and coaching notes, plus live monitoring features like listen-in and call whisper. For deeper insight, custom reporting and coaching tools can break results down by team, agent, or call type to surface patterns, like where first-call resolution is slipping or which conversations drive escalations, so coaching is targeted and based on real interactions.

10. Conversational AI (chatbots/virtual agents)

Conversational AI uses chatbots and virtual agents to handle customer requests through natural language (on chat or voice) without requiring a live agent for every interaction. It’s commonly used for 24/7 self-service, lead capture, appointment scheduling, and answering routine questions (like hours, order status, or account basics), which helps reduce call volume and free agents for complex issues.

In contact centers, conversational AI can also support smarter routing by asking a few questions up front, capturing intent, and sending the customer to the right queue or agent. This includes artificial intelligence receptionists/voice agents—for example, tools like Nextiva’s XBert AI—that can answer calls, handle routine requests (hours, FAQs, scheduling), and transfer callers with context when a human is needed.

These intelligent self-service tools increase customer satisfaction by 10 points or more while cutting inquiry times by over 90%, providing convenient automated assistance across languages and channels.

11. Omnichannel integration

Omnichannel integration brings multiple support channels—voice, chat, SMS, and email—into one system so customer conversations stay connected. Instead of treating each channel like a separate inbox, agents can see interaction history in one place and continue the conversation without asking customers to repeat themselves.

A strong omnichannel setup also supports:

Unified routing and queues across channels based on availability and skills
Channel switching with context (for example, chat escalating to a call with notes attached)
Consistent reporting on response times, resolution rates, and customer satisfaction by channel

This helps teams meet customers where they prefer to communicate while maintaining consistent service quality.

Omnichannel Customer Experience (CX) Benefits

12. Unified agent workspace

A unified agent workspace gives agents one screen to handle customer conversations across channels while keeping the right context in view. Instead of switching between a phone app, email inbox, chat tool, and CRM, agents can see the conversation history, customer details, and next steps in a single interface.

The best unified workspaces typically include:

Omnichannel inbox for voice, SMS, chat, and email
Customer context (contact record, recent interactions, open tickets, notes)
One-click actions like transfers, callbacks, dispositions, and follow-ups
Knowledge access and guided workflows so agents can respond consistently

This reduces time lost to tab-hopping, lowers errors, and helps agents resolve issues faster, especially when conversations move between channels. Keep in mind that, unlike omnichannel, which is about the channels and routing a contact center supports, a unified agent workspace is about the single interface where agents handle those channels.

Top Benefits of Contact Center Technology

Modern contact centers are no longer just cost centers; they drive immense business value. Call center technologies offer many benefits, encouraging businesses to invest in them and enrich their customer service.

1. Increase customer satisfaction

Intelligent call routing technologies analyze customer requests in real time and route them to the most qualified agents based on expertise, language skills, and past performance. This precision ensures that customers receive the most appropriate help quickly, reducing wait times and increasing satisfaction.

Modern contact center platforms offer intuitive self-service portals and AI chatbots for customers to find solutions independently. These tools handle simple requests, process transactions, and provide instant information, reducing the burden on human agents while meeting customers’ expectations for instant service.

2. Improve agent productivity

Sophisticated automation tools eliminate repetitive and time-consuming manual processes. Contact center technology, such as intelligent callback systems, automated data entry, and intelligent scheduling free up agent time for more complex customer interactions and high-value conversations that require human empathy and problem-solving.

3. Reduce operational costs

Cloud-based contact center technologies don’t need upfront hardware investments. Businesses can easily scale their capabilities, adding or reducing features without complex infrastructure upgrades. This flexibility adapts organizations to changing customer demands and market conditions.

4. Make data-driven and informed decisions

Call center analytics tools provide deep insights into customer interactions, agent performance, and operational efficiency. Contact center managers can use real-time data to identify trends, recognize top performers, address training needs, and make informed strategic decisions that enhance customer service.

5. Scale without friction

Traditional call centers scale slowly: New agents mean new hardware, new licenses, and often new physical space. Modern contact center technology removes those constraints entirely, letting you add agents, open new locations, or launch additional communication channels in a matter of hours rather than weeks. For growing businesses, that agility isn’t just convenient, it’s a competitive advantage.

7 Call Center Technology Trends to Follow in 2026

There’s no doubt we’re experiencing a shift in call center technology. Features get rolled out regularly, and the pace of change has accelerated significantly in recent years.

Here are the trends shaping the industry right now and where it’s heading next.

1. Agentic AI is replacing rule-based automation

The chatbot era is giving way to something more capable. Agentic AI systems can now handle complex, multi-step interactions autonomously, resolving billing disputes, processing returns, updating account information, and escalating intelligently when human judgment is needed.

For contact centers, this means meaningful deflection of high-volume requests without sacrificing customer experience, and human agents freed up for conversations that actually require empathy and expertise.

2. Voice AI is becoming indistinguishable from human agents

Modern voice AI handles natural, unscripted conversations, managing interruptions, detecting sentiment, and resolving common requests end-to-end without transferring to a human. For high-volume, repetitive call types like appointment scheduling, order tracking, and account verification, voice AI is increasingly the first line of response. The technology isn’t replacing agents, it’s just handling the calls agents shouldn’t have to take.

XBert AI handles real customer conversations

3. Omnichannel is now the baseline, not the differentiator

Customers expect their experience to be continuous regardless of where the conversation happens. Cloud-based omnichannel platforms unify every interaction (voice, email, SMS, chat, social) into a single agent view with full customer context. The businesses falling behind aren’t those without omnichannel, they’re those still treating each channel as a separate operation.

4. Real-time and predictive analytics are replacing hindsight reporting

Traditional reporting told you what happened last week. Modern platforms surface insights during live interactions by flagging sentiment shifts, identifying escalation risk, and prompting agents with next-best-action suggestions in real time. Predictive analytics goes further, forecasting call volumes and anticipating customer needs before they pick up the phone.

5. Hyper-personalization at scale is now an agent-level expectation

Deep CRM integration now gives agents instant access to a customer’s full interaction history, preferences, and predicted needs the moment a conversation begins. The result is faster resolutions, fewer repeated explanations, and an experience that feels personal rather than transactional. At scale, personalization is a great a retention strategy.

The best contact centers aren’t waiting for customers to call with a problem, they’re identifying issues before the customer picks up the phone. Social listening tools monitor mentions, reviews, and sentiment signals across platforms in real time, giving teams the ability to intervene proactively. For brands where public perception moves fast, this shift from reactive to proactive CX is becoming a competitive necessity.

7. Security, ethics, and AI transparency are non-negotiable

As AI takes on a larger role in customer interactions, the stakes around data security and ethical use have risen with it. Leading contact centers are treating transparency as an operational priority, such as:

Data security: Strong encryption, access controls, and regular audits ensure compliance with GDPR, CCPA, and HIPAA.
Ethical AI: Fair, transparent systems with human oversight prevent discrimination.
Building trust: Clear communication about data practices and AI usage, as well as customer controls, strengthens brand trust and reputation.

Studies show that customers are more influenced by a brand’s perceived ethics than its competence, making trust not just a moral obligation but a business one.

How to Choose the Right Call Center Technology

To stay ahead, businesses must carefully choose technologies that enhance both efficiency and the customer experience. Cloud-based contact center platforms are essential for the seamless integration of phone systems, CRM, and other critical software. AI-powered chatbots can handle routine inquiries, freeing up contact center agents for complex issues.

Start by mapping your current customer journey and identifying where conversations break down: long waits, too many transfers, limited agent context, or inconsistent support across channels. Then prioritize tools that solve those specific problems instead of buying features you won’t use.

Focus on a few core decisions:

Channels you need to support: Voice-only call centers can stay simpler; contact centers that support chat, SMS, and email benefit from omnichannel routing and a unified agent workspace.
Automation vs. human coverage: Use automation for high-volume, repeatable requests (routing, FAQs, scheduling), but make sure escalation to a live agent is clear and fast when the issue is complex.
Integrations and data flow: Choose technology that connects cleanly to your CRM/help desk so customer context and call outcomes are captured automatically.
Reporting and quality controls: Look for real-time dashboards plus historical analytics, call recording, and QA tools so supervisors can coach and improve performance.
Scalability and admin overhead: As you grow, you’ll want systems that add users, queues, and locations without heavy IT effort, plus those that provide strong permissions and reliability.

Stay agile and responsive to both technological advancements and customer expectations, and ensure your call center remains efficient, effective, and customer-focused with advanced call center technology. The best stack is the one that matches how your customers reach you today, supports your team’s workflow, and leaves room to expand as your channels and volume change.

Nextiva’s Call Center Solution

Call center technology works best when it reduces friction for customers and removes manual work for agents. If you’re ready to modernize your stack, consider platforms that combine routing, analytics, integrations, and customer engagement tools in one place, so your team can deliver consistent service as you scale.

Nextiva is one option to compare if you want a unified system designed for growing support teams.

Your AI-Powered Contact Center

Create amazing customer experiences with AI-powered contact center software. Scalable contact center platform built for omnichannel customer conversations.

Call Center Technology FAQs

What is the main function of call center technology?

The main function of contact center technology is to manage and optimize customer interactions across various channels, ensuring efficient communication and resolution of inquiries.

What is the difference between a call center and a contact center?

While often used interchangeably, a call center primarily handles phone calls, while a contact center manages customer interactions across communication channels, including phone, email, chat, and social media.

What are the types of call centers?

Call centers can be categorized as inbound (handling incoming calls), outbound (making outbound calls), or blended (handling both inbound and outbound calls). They can also be specialized in specific industries or functions, such as sales, customer support, or technical support.

What software do most call centers use?

Most call centers rely on a cloud-based contact center software platform — such as Nextiva, RingCentral, or Genesys — that handles routing, omnichannel messaging, IVR, and reporting in a single interface, integrated with a CRM for full customer context.

Call center automation is increasingly standard, handling routine tasks like call logging, follow-up emails, and callback scheduling without agent involvement. Many operations also run as a blended call center, where agents handle both inbound and outbound interactions depending on demand — a model now built into most modern call center software platforms by default.

What is the technology used in a call center?

Call centers use various systems, including:

– ACD (Automatic Call Distributor): Routes calls to the appropriate contact center agents.
– IVR (Interactive Voice Response): Automates call handling with pre-recorded messages and menu options.
– CRM (Customer Relationship Management): Stores customer data and interaction history.
– Telephony systems: Facilitate phone calls and related functionalities.
– Workforce management systems: Help manage agent schedules and performance.

What hardware and infrastructure do I need to run a cloud call center?

To run a cloud call center, you need:

– A good internet connection with enough bandwidth to support VoIP calls
– A computer or laptop for each agent
– Headsets with noise cancellation for clear communication
– VoIP-enabled phones , if not using softphones
– Call center software or contact center software
– A power backup system , such as a UPS or generator, to prevent downtime
– Network equipment , like routers, switches, and firewalls, to maintain stable and secure connectivity

Cloud contact center technology reduces the need for on-premises equipment and simplifies scalability as your team grows.

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Why Travis Scott and T.I. Want to Stop Texas from Executing …

Crime & Punishment

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March 28, 2026

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This is The Marshall Project’s Closing Argument newsletter, a weekly deep dive into a key criminal justice issue. Want this delivered to your inbox? Sign up for future newsletters.

Some of the most famous rappers in the country — Travis Scott, Killer Mike, T.I., Young Thug, Fat Joe — filed briefs at the U.S. Supreme Court earlier this month. They’re asking the justices to stop the April 30th execution of James Broadnax, arguing that his case exemplifies a larger problem in American courtrooms: The use of rap lyrics as evidence.

Broadnax was sent to death row for killing Stephen Swan and Matthew Butler while stealing their car in the Dallas suburbs in 2008. The celebrity involvement — not unusual in death penalty cases — may not even end up being the most talked about element in this case. Just last week, Broadnax’s cousin, Demarius Cummings, confessed that he killed the victims and let Broadnax take the blame, according to the Dallas Morning News.

But the rap question, should the Supreme Court take it on, could have sweeping implications across the country at a moment when prosecutors are bringing rap lyrics into the trials of more and more famous defendants, like Young Thug, Lil Durk and Drakeo the Ruler. (This also coincides with Afroman’s very entertaining victory last week against Ohio sheriff deputies in a defamation trial.)

Unlike these men, Broadnax was never famous. He was 19 when he was arrested, and at his 2009 trial, Dallas County prosecutors introduced more than 40 pages of his handwritten lyrics into evidence. (“Hogtie ‘em and body bag ‘em / Send them to the mayor / Then I bombed the whole country / Send the press, the paper.”) Broadnax’s lawyers say prosecutors violated his right to a fair trial when they portrayed his art as a literal admission of criminality. “These arguments exploited racial stereotypes commonly associated with rap lyrics and the Black community to transform Mr. Broadnax’s artistic expression into a death warrant,” his lawyers write in their Supreme Court petition.

The rappers’ brief sets the lyrics into a deeper history of Black artists whose work defiantly “reveled in exaggerated depictions of sex and violence,” from the toasts of the Jim Crow South to folk songs like “Stagger Lee” to the gangster rap of the 1990s. They describe how rap is held to a double standard compared with other musical genres: Nobody claims Johnny Cash killed a man in Reno or Bob Marley shot a sheriff.

The last decade has seen a growing movement of artists, scholars and lawyers pushing to ban various uses of rap lyrics in courtrooms. In 2015, Killer Mike, Big Boi and T.I. went to bat for the free speech rights of Taylor Bell, a Mississippi high school student, whose rap video included descriptions of violence against teachers accused of sexual harassment. He was suspended, and the rappers did not convince the Supreme Court to take the case.

In 2019, professors Erik Nielson and Andrea Dennis published the landmark book Rap on Trial: Race, Lyrics, and Guilt in America, analyzing how prosecutors use defendants’ lyrics against them, often as confessions to specific crimes. A few years later, journalist Jaeah Lee helped expand Nielson and Dennis’ database, arguing in The New York Times that these cases “contribute to racial disparities in the criminal justice system.” (There’s also a good episode of the podcast Hidden Brain on the topic.)

Nielson, the professor, told me his team of researchers and students now have a database of trials where rap lyrics were used, stretching back to the 1980s, with more than 800 cases, but “there should probably be at least one more zero after that,” given how hard it can be to locate them. He said social media has made it easier for anyone to publish music, but also for police and prosecutors to find it. Before the 2010s, police were finding cassette tapes among defendants’ belongings or snatching handwritten lyrics from jail cells, which is what happened to Broadnax.

Often, prosecutors use lyrics to prove someone committed a crime, but in Broadnax’s case, the lyrics served the cause of a harsher punishment. In Texas, death penalty juries must decide whether a defendant will be dangerous in the future, so prosecutors have broad leeway to paint the scariest portrait possible. Dallas prosecutors have argued that Broadnax’s lyrics “showed a stone-cold attitude toward his victims and the judicial process” and that his execution should go forward since he gave up earlier opportunities to contest how they were used.

Nielson told me that even if the Supreme Court sides with the state, and Broadnax is executed, a growing number of state lawmakers and judges — in both red and blue states — are trying to make it harder for prosecutors to use lyrics in court. In recent years, California and Louisiana both passed laws to limit the practice. Texas itself has an inconsistent record. The state Court of Criminal Appeals, which recently denied Broadnax’s arguments, overturned the sentence of a different man in 2024, over concerns that rap lyrics prejudiced his jury.

Another option is Congress, where lawmakers have floated bills to limit the use of “creative or artistic expression” against defendants in federal court. Nielson said he could imagine President Donald Trump being sympathetic to the idea, given his warm relationships with some famous rappers.

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SUPER HOT Sam’s Club Membership Deal — Just $15 {Ends Tomo…

Finance

relent_Admin

March 28, 2026

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If you’re looking for the latest Sam’s Club membership deals, don’t miss this discount going on right now!

Sam’s Club Membership Deals

Want to purchase a Sam’s Club membership? Right now, you can get a one-year membership for just $15!

This is a HUGE discount off of the regular price of $50 and a HOT Sam’s Club membership discount and the LOWEST price we’ve seen in months!

Valid through March 29, 2026.

Psst! Want a deal on the Plus Membership? You can get it for just $50 instead of $110!

Click here for the Sam’s Club discount membership!

Sam’s Club Discount Membership Perks

While a warehouse membership can definitely save you money, it also has to make sense for your family.

A Sam’s Club membership can easily pay for itself, depending on your family’s needs, geographical location, and your spending habits. (In fact, many people get a membership just for the gas savings alone!)

As a Sam’s Club member, you can score discounts on tons of brand-name products, plus you’ll get great prices on fresh produce, USDA-choice beef, oven fresh baked goods, organic foods, and SO much more.

They even have great deals on brand name clothing, home goods, and electronics (like tablets and cell phones!).

(Psst! Looking for other alternatives as you consider the options? A Costco membership or Amazon Subscribe & Save are both great, too. It’s so important to evaluate your family’s unique needs!)

If you’re interested in getting started with Sam’s Club, this is a rare discount, so don’t miss it! Go here to get started!

What perks are exclusive to Sam’s Club Plus?

Sam’s Club Membership Deals FAQ

How much is a Sam’s Club membership for 2 people?

Every Sam’s Club membership comes with a completely free complimentary membership for one other member of the family. So essentially, you’ll pay the same for a membership for 2 people as you would for just one person!

Is there always a Sam’s Club membership deal?

Though there is not always a membership deal running, you can frequently find some kind of Sam’s Club membership deal. And we try to always update this post with the most current (and BEST) deal available!

Are there any other Sams Club Membership Deals?

No, there are not currently any other deals available. This $15 deal is the best discount you’ll find right now!

What is the difference between the $50 and $110 Sam’s Club Membership?

The main difference between the $50 Club membership and the $110 Plus membership is that with the more expensive $110 option, you get access to pharmacy and optical savings, plus free shipping on your online purchases of $50 or more. You’ll also earn 20% more cash back on your purchases and get access to early in-store shopping hours!

Does Sams Club have a senior discount?

Yes! Qualified seniors who join Sam’s Club online as a new member will receive a 60% discount on a Club membership or $50 off a Sam’s Club Plus membership.

What happens if you go to Sam’s Club without a membership?

You will not be able to enter a Sam’s Club store without a membership card, however you could go as a guest to someone else and get in that way. You can also shop online-only with a 24-hour guest pass.

Is a Sam’s Club membership worth it for one person?

For only $20, it’s probably still worth a membership — especially if you regularly entertain. You might also find good savings on things other than food (like mattresses, bedding, towels, etc.)

Can I gift a Sam’s Club membership?

Yes! You buy a pre-paid gift card that covers the price of a yearly membership and give that as a gift.

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Cutting to the chase

Our Easy Chilli Crisp

Developing this recipe – what we wanted

Snapshot of key ingredients

Ingredients in our easy Chilli Crisp.

1. dried spices

2. oil infusion

3. OIL SIZZLE INGREDIENTS

4. crunch and seasoning

How to make this Easy Chilli Crisp

How long this Chilli Crisp keeps

What to use Chilli Crisp for

Thank you to Hannah and her father!

Chilli Crisp FAQ

How long will this Chilli Crisp keep?

How spicy is this Chilli Crisp? Can I make it less spicy?

Ingredient substitutions

Dietary: Is this gluten free, vegetarian/vegan?

What is your store bought favourite chilli crisp that you based your recipe on?

Watch how to make it

Our Easy Chilli Crisp

Ingredients

Seasoning and Crispy Bits:

Instructions

ABBREVIATED

FULL RECIPE

Recipe Notes:

Remembering Dozer

The Architecture of Quiet Discovery

Daniel Jenney: Between Profession and Personal Vision

Chromatic Tension and Structural Abstraction

Daniel Jenney: A Defining Image and the Road Ahead

What Is Call Center Technology?

Types of Contact Center Technology

1. VoIP (cloud calling)

2. CRM integration

3. Computer Telephony Integration (CTI)

4. ACD (skills-based routing)

5. Self-service (IVR and auto-attendant)

6. Queue management

7. Outbound dialers

8. Data analytics and reporting

9. Call recording and QA/coaching

10. Conversational AI (chatbots/virtual agents)

11. Omnichannel integration

12. Unified agent workspace

Top Benefits of Contact Center Technology

1. Increase customer satisfaction

2. Improve agent productivity

3. Reduce operational costs

4. Make data-driven and informed decisions

5. Scale without friction

7 Call Center Technology Trends to Follow in 2026

1. Agentic AI is replacing rule-based automation

2. Voice AI is becoming indistinguishable from human agents

3. Omnichannel is now the baseline, not the differentiator

4. Real-time and predictive analytics are replacing hindsight reporting

5. Hyper-personalization at scale is now an agent-level expectation

6. Social listening is shifting from reactive to proactive CX

7. Security, ethics, and AI transparency are non-negotiable

How to Choose the Right Call Center Technology

Nextiva’s Call Center Solution

Your AI-Powered Contact Center

Call Center Technology FAQs

Sam’s Club Membership Deals

Sam’s Club Discount Membership Perks

What perks are exclusive to Sam’s Club Plus?

Sam’s Club Membership Deals FAQ

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