CONTENTS OCTOBER 25
FEATURE
Managing The Data Fuel
COACH’ S CORNER
Optimizing Workforce Management – Part 2
UNSTRUCTURED DATA
The Contact Center’ s Most Valuable Asset
LEADERSHIP
Reversing the Contact Center Leadership Drift
BUSINESS PROCESS OUTSOURCING
The Other Reason to Outsource
ARTIFICIAL INTELLIGENCE
From AI Agents to Human Agents
STRATEGY
Why Become AI-, Data-, and Cloud-Centric
DATA ORGANIZATION
The New Value of Unstructured Data
AGENTIC AI
Beyond RPA, Chatbots, and Assistants
DATA MANAGEMENT
Supercharging Data Management
TECHNOLOGY MANAGEMENT
Planning For the Inevitable
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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline. com
EDITOR BRENDAN READ brendan @ contactcenterpipeline. com
ADVISORY BOARD MIKE AOKI, Reflective Keynotes, Inc. JON ARNOLD, J Arnold Associates ELAINE AVERY, Atlantic Union Bank DR. DEBRA BENTSON, NCCCA, Alvaria User Group LORI BOCKLUND, Strategic Contact TIFFANY LAREAU, Human Numbers KATHLEEN M. PETERSON, PowerHouse Consulting, Inc. MICHELE ROWAN, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant
CONTRIBUTING WRITERS |
JON ARNOLD |
BOB GRAW |
MAIK HUMMEL |
KIRK JUBECK |
JIM LIDDLE |
CHRIS MARRON |
MARK PEREIRA |
PIER RAGONE |
BRENDAN READ |
JIM REMBACH |
RICK RUTH |
GREG SALVATO |
IRIS ZARECKI |
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DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL
CHIEF TECHNOLOGY OFFICER, EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
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TECHNOLOGY INVESTMENT
Repairing the CX( and AI) Investments
41
PUBLISHING GROUP Inc.
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