Table of Contents, August 2025

FEATURE ARTICLE
Improving Healthcare Contact Center Outcomes
By Brendan Read; Q&A with Grant Knaggs
How CaduceusHealth balanced costs and quality.

RESEARCH
From Hearing to Listening
By Steve Morrell
Why AI-powered interaction analytics must be on every CX leader’s agenda.

CUSTOMER EXPECTATIONS
Meeting Digital-First Customer Expectations
By Sharon Oatway
A guide for call center leaders.

TRAINING BUDGETS
How to Defend Training in Turbulent Times
By Mike Aoki
Using corporate language and leveraging AI can help thwart budget-cutters.

COACH’S CORNER
Tapping the Power of Culture – Part 2
By Mark Pereira
How CQ can connect with customers.

GAMIFICATION
Gamification or Gimmick?
By Shane Devitt
Can gamification truly enhance performance?

ARTIFICIAL INTELLIGENCE
AI Is Coming to Your Contact Center
By Dave Rennyson
Are you ready?

CUSTOMER SERVICE
Using AI to Create Super Agents
By Rob McDougall
These agents can also address AI issues.

IDLE TIME
Making the Most of Idle Time
By Jennifer Lee
Automation can help agents and improve CXs.

SALES TRAINING
The Hidden Sales Team in Your Call Center
By Julie Thomas
Here’s how your inbound agents can start driving meaningful revenue.

STAFF DEVELOPMENT
Rethinking Training and Coaching
By Brendan Read; Q&A with Laura Sikorski
Staff development must now incorporate and use AI.

COHORT-BASED LEARNING
Why Learning Together is Best
By Sean Segal
The need for cohort-based learning.

DEI
Why Inclusive Hiring = Success
By David Sudolsky
And contact centers can show the way.