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SEPTEMBER 2026
INSIDE THE ISSUE...
ARTIFICIAL INTELLIGENCE THE FUTURE OF CX
REAL ANSWERS FOR REAL CX QUESTIONS
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20
BACK OFFICE WFM MANAGING THE BACK OFFICE WORKFORCE
WORKLOAD MANAGEMENT THE HIDDEN COST OF THOUGHTLOAD
HOW 9 / 11 CHANGED CONTACT CENTERS THE ATTACKS INCREASED BUSINESS CONTINUITY, CONNECTIVITY, REMOTE WORK, AND SECURITY. BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH ADVISORY BOARD
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ILLUSTRATION PROVIDED BY ADOBE IMAGES
WORKFORCE PLANNING
PLANNING FOR CHAOS?- PAGE 28
FULFILLMENT CX
HOW TO PREPARE FOR HOLIDAY FULFILLMENT CHALLENGES NOW- PAGE 30
APPOINTMENT SCHEDULING
WHY HAVE A CALENDAR-FIRST APPOINTMENT PLATFORM?- PAGE 35