Table of Contents, January 2025

FEATURE ARTICLE
Moving Forward: What Will 2025 Bring For Contact Centers?
By Brendan Read
Our Advisory Board shares timely insights to take into the New Year.

IDIOM INSIGHTS
The Irony of CX ... Vision or Hallucination?
By Kathleen M. Peterson
Promises vs. Operational Realities

SPONSOR SPOTLIGHT - UPLAND PANVIVA
Human Over Hype
Presented by Upland Panviva
The reality behind AI in the contact center.

CHALLENGES AND PRIORITIES
New Year, Evolved Challenges, Compelling Priorities
By Lori Bocklund
What is top of mind in your center?

AI JOURNEY
Getting Past the AI Hype
By Jon Arnold
How AI can realistically improve the CX.

WORKFORCE MANAGEMENT
2025 Trends in WFM
By Tiffany LaReau
Insights from my Network of Experts.

RESEARCH
Predictions for the U.S. Contact Center Industry in 2025
By Steve Morrell
Research findings provide a look ahead.

CX QUALITY
Is CX Improving? Or Declining?
By Brendan Read
Leading industry experts offer their thoughts on the future of CX.

DATA MANAGEMENT
Harnessing the Power of Data and Analytics - Part 1
By Shane Devitt
How AI is making a difference for contact center data management.

HEALTHCARE CX
Looking Beyond NPS and CSAT
By Amy Brown
How conversational intelligence is transforming healthcare organizations’ CXs.

CUSTOMER EXPERIENCE
Improving CX in the AI Age
By David Karandish
How to meet evolving customer expectations.

INTERACTIVE VOICE RESPONSE
Humans or AI?
By Matt Strach
Which option is best for IVR?

ARTIFICIAL INTELLIGENCE
How to Enhance the Human Touch
By Josh Feast
AI can benefit agent interactions and wellbeing.