MANAGING THE WORKFORCE
BY BRENDAN READ; Q & A WITH DINA VANCE
Summer 2026 is now in our rearview mirror. Vacations have ended, the relaxed summertime schedule is over, school supplies are in the backpacks, and the car is loaded to take our kids off to college. So, what does all that mean?
It is time to get“ Back to It.”
Maybe it’ s that sense of going back to school that sticks with us. I think September is a great time to set new goals and get“ Back to It” after a refreshing vacation, recharging our batteries, and absorbing what we learned from our summer.
This month, we explore some strategies for pressing issues. As we mark the 25th anniversary of 9 / 11, we look at lessons learned that have carried forward to today. We also have lots of great workforce management discussions this month, as well as AI, CX, and training. We couldn’ t publish an issue without exploring these topics, right?
Have a great month as you get“ Back to It.” Enjoy our September issue.
DO AGENTS HAVE THE NEEDED SKILLS AND TRAINING?
CX TRANSFORMATION
PAGE 22
CUSTOMER EXPECTATIONS AND AI ARE CHANGING REQUIREMENTS.
BY MICHAEL BIDWELL
PAGE 32
WHY MOST CX TRANSFORMATIONS
QUIETLY FAIL
HOW TO PREVENT THAT FROM HAPPENING.
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