Table of Contents, July 2025

FEATURE ARTICLE
Making Connections Amidst Disruption
By Brendan Read; Q&A with Expert Panel
How AI and automation are changing them.

CONTACT CENTER ECONOMICS
Why Recession Planning Should Start in the Contact Center
By Cloud Tech Gurus
Economists are sounding the alarm.

AGENTIC AI
AI Agents and Human Agents – Better Together?
By Jon Arnold
Can Agentic AI help them live happier ever after?

BOTS
Are You Ready for Bots to Call?
By Jim Davies
You need to be thoroughly AI-fluent for when they do.

OUTBOUND
Breaking Through the Outbound Barriers
By Rob Auld and David Byck
Personalization, follow-up, AI, and compliance can connect with customers.

COMPLIANCE AND SECURITY
Rethinking Outbound
By Jim Tyrrell
Threats and new rules require strategy changes.

COACH’S CORNER
Tapping the Power of Culture – Part 1
By Mark Pereira
How CQ can connect with customers.

CHARGEBACKS
Charging Back at Chargebacks
By Monica Eaton
How customer response can help.

OMNICHANNEL
How To Avoid Repeats...Repeats...
By Vladimir Sterescu
Customers shouldn’t have to repeat themselves.

VOICE IVR
The Case for Voice IVR
By Daniel O’Sullivan
How it can provide excellent service.

DIGITAL TRANSFORMATION
Doubling Down on Digitization
By Meredith Keller
Why single-platform interaction solution integration is essential.

ARTIFICIAL INTELLIGENCE
How to Evolve With, Not Fight Against AI
By Andreas Orebo Wenzel
Investment in supporting methods, tools needed.

BUSINESS PROCESS OUTSOURCING
Navigating the Future of BPO
By Rommel Regino
BPO companies face treacherous global trade shifts.