September 2025

Answering the Challenges

Table of Contents, September 2025

FEATURE ARTICLE
Answering the Challenges
By Brendan Read; Q&A With CCP Advisory Board
Our Advisory Board shares timely insights into key contact center issues.

COACH’S CORNER
Optimizing Workforce Management – Part 1
By Mark Pereira
Strategies for efficiency that strive for customer satisfaction.

WORKFORCE MANAGEMENT
The New Era of WFM
By Donna Fluss
AI is driving reimagined resource management.

INSIDE VIEW
Is WFM Keeping Up?
By Brendan Read; Q&A with Dan Smitley
What workforce management professionals need to do.

CUSTOMER ENGAGEMENT
Improving Customer Engagement Amid Uncertainty
By Reggie Scales
Exploring AI’s role in making that happen.

CUSTOMER GATEWAYS
Why Your Contact Center Needs a Gateway
By Kumar Chinnakali
And not just an IVR.

AI VOICE AGENTS
Why Contact Centers Can’t Afford to Wait
By Cloud Tech Gurus
AI voice agents are transforming how contact centers operate.

LEADERSHIP
It’s Just People
By Charlie Adams
Leadership is about simplicity, humanity, and growth.

CORPORATE CULTURE
Mission Culture vs. Trench Culture
By Annette Franz
Bridging the gap between what is said and how work is done.

SPECIAL REPORT
Supreme Telemarketing Changes?
By Brendan Read; Q&A with Industry Experts
Key rulings on the TCPA and other regulations could create compliance uncertainty, for now.

OMNICHANNEL
How Automated Contact Channels are Evolving
By Afshan Kinder and David Burnie
And the steps to take to ensure excellent omnichannel CX.

AUTOMOTIVE CX
The Road Ahead for Auto Finance CX
By Brendan Read; Q&A with Tod Chisholm
How AI, automation can help automotive lending CXs move forward.

BACK-OFFICE INTEGRATION
Changing the WFM Game
By Sharon Shelly
How CRM platforms can help score corporate goals with back-office plays.