December 2025

Staffing Amidst the Storm

Table of Contents, December 2025

FEATURE ARTICLE
Staffing Amidst the Storm
By Brendan Read; Q&A with Expert Panel
How, in the face of it all, centers can attract and keep their employees.

CUSTOMER EXPERIENCE
A Blueprint to Achieve High-Performing Contact Center CX
By Gerry Barber and Mark Russell
A step-by-step guide for a solid CX foundation.

ARTIFICIAL INTELLIGENCE
The AI-Human Balancing Act
By Dina Vance
Reimagining the CX with best practices.

KNOWLEDGE MANAGEMENT
Tapping The Power of Knowledge - Part 2
By Mark Pereira
How to use KM to empower agents and elevate CX.

NEW HIRES
How to Build An Amazing Onboarding Experience
By Tiffany N. Harris
Why it can help you retain your stars!

ONBOARDING
The First 90 Days Decide Everything
By Kathryn E. Jackson
A people-first staffing playbook for the contact center.

COGNITIVE LOAD
The Secrets to Efficiency (and Agent Retention)
By Troy Plott
Balancing cognitive load generates smarter schedules.

HR TECHNOLOGY
Smarter Contact Centers With a Human Touch
By Stephane Rivard
How agentic AI can improve agent use, staffing, and training.

INSIDE VIEW
Ferrying Excellent Customer Service
By Brendan Read; Q&A with BC Ferries’ Customer Care
How Canada’s BC Ferries contact center helps customers to get where they are going.

RESILIENCE
Ensuring Reliable AI Applications
By Ankush Gangwani
Harnessing the latest AI tools while preserving access.

AGENT EXPERIENCE
Your Employees Are Your Greatest Asset
By Laura Sikorski
How to keep and grow them.

TRAINING
Turning Customers into Advocates
By Dr. Joseph Riggio and Henrik Wenøe
A revolutionary approach to training teams.

RETAIL
Helping Retail Agents
By Matt Whitmer
AI can assist agents in coping with burnout and stress.