“It is clear that the old brick-and-mortar ways will have to step aside in favor of the power of analytics.”

“Being a member of the NACC is like being a member of any organization—the more you put into it, the more you’ll get out of it."

Wednesday, 02 September 2020 08:49

I've Looked at Clouds from both Sides Now

“The flexibility to pivot and transform work, processes and personnel quickly is accelerated in the cloud.”

Tuesday, 04 August 2020 12:03

AGILE CX 201— Practical Applications

“I believe the industry is poised to enter a new phase of productivity.”

“The industry’s hesitant approach to AI before the pandemic is poised to become a much more confident near-term march toward AI deployment.”

Thursday, 04 June 2020 13:34

Automation: The Contact Center's Grocer

“One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.”

“Agents previously challenged to get people to just pick up the phone now can’t seem to get them off the phone.”

Thursday, 02 April 2020 10:02

On-Trend: At-Home Agents

“There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or like the thought of a distributed work environment.”

Thursday, 05 March 2020 08:43

THE ROARIN’ TWENTIES REDUX

“The more I researched the Roarin’ Twenties of a century ago, the more I began thinking that we may be on the cusp of a Roarin’ Twenties of our own. This could be a decade that defines the current millennium.”

“Without a doubt, 2020 will surface more ways, both practical and innovative, to leverage AI and improve both customer and employee experience.”

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