Table of Contents, October 2025

FEATURE ARTICLE
Managing The Data Fuel
By Brendan Read; Q&A with Richard Boire
With AI, contact centers can be more proactive than just reactive in using data.

COACH’S CORNER
Optimizing Workforce Management – Part 2
By Mark Pereira
Strategies for efficiency that strive for customer satisfaction.

UNSTRUCTURED DATA
The Contact Center’s Most Valuable Asset
By Jim Liddle
Tapping it effectively can help deliver excellent CXs.

LEADERSHIP
Reversing the Contact Center Leadership Drift
By Jim Rembach
How AI-enabled leadership can improve agent supervision and performance.

BUSINESS PROCESS OUTSOURCING
The Other Reason to Outsource
By Pier Ragone
It’s not about cost. It’s about commitment.

ARTIFICIAL INTELLIGENCE
From AI Agents to Human Agents
By Maik Hummel
How next-generation AI transforms voice calls.

STRATEGY
Why Become AI-, Data-, and Cloud-Centric
By Jon Arnold
Following the best ways forward for contact centers.

DATA ORGANIZATION
The New Value of Unstructured Data
By Chris Marron
To access it requires skill, the right tools, and knowledge.

AGENTIC AI
Beyond RPA, Chatbots, and Assistants
By Iris Zarecki
Why agentic AI is superior: with the right data.

DATA MANAGEMENT
Supercharging Data Management
By Bob Graw and Rick Ruth
A sound data strategy can also maximize AI benefits.

TECHNOLOGY MANAGEMENT
Planning For the Inevitable
By Kirk Jubeck
How to transition technology when it dies.

TECHNOLOGY INVESTMENT
Repairing the CX (and AI) Investments
By Greg Salvato
How to realign them with sought-after results.