As we look back on the 25th anniversary of 9/11, we took a look at the impact of that day. For sure, there was a profound personal impact for each of us, but that day also forced us to look at our business operations differently. Connectivity, security, and business continuity are just a few things that changed. I hope the article is a cause for a pause and reminds us of those changes, both personal and professional, in our lives.
This month’s issue is also filled with lots of typical contact center management issues: WFM, CX, workload management, and AI.
We have a great team of thought leaders this month who contributed their insights.
Have a great month,
Linda
Table of Contents, September 2026
FEATURE ARTICLE
How 9/11 Changed Contact Centers
By Brendan Read; Q&A With Advisory Board
The attacks increased business continuity, connectivity, remote work, and security.
ARTIFICIAL INTELLIGENCE
The Future of CX
By Donna Fluss
It is AI-orchestrated, not AI-replaced.
BACK OFFICE WFM
Managing the Back Office Workforce
By Brendan Read; Q&A with Tiffany LaReau
How scheduling back office staff impacts contact centers.
WORKLOAD MANAGEMENT
The Hidden Cost of Thoughtload
By Dr. Liane Davey
How it impacts your contact center.
MANAGING THE WORKFORCE
Do Agents Have The Needed Skills and Training?
By Brendan Read; Q&A with Dina Vance
Customer expectations and AI are changing requirements.
WORKFORCE PLANNING
Planning for Chaos?
By Nathan Stearns
There’s a smarter way.
FULFILLMENT CX
How to Prepare for Holiday Fulfillment Challenges Now
By Molly Moore
Quality matters the most this special time of year.
CX TRANSFORMATION
Why Most CX Transformations Quietly Fail
By Michael Bidwell
How to prevent that from happening.
APPOINTMENT SCHEDULING
Why Have a Calendar-First Appointment Platform?
By Harshal Raut, Nitu Jain, and Subbu Sailappan
How experts can effectively connect with customers.
A special thank you to our authors this month for sharing their insights and wisdom: Michael Bidwell, Contact Center Pipeline Advisory Board, Dr. Liane Davey, Donna Fluss, Nitu Jain, Tiffany LaReau, Molly Moore, Harshal Raut, Brendan Read, Nathan Stearns, Subbu Sailappan, and Dina Vance.
Sincere appreciation to our vendor community: CallMiner, Centrical, Cognigy, Human Numbers, Khoros, MediaShark, MediaSmith, Modulate, NiCE, NP Digital, Regal, Strategic Contact, SuccessKPI, Walker Sands, Webex, and Xima Software.
