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

“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.”

“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.”

“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.”

“There are some interesting parallels in the contact center in terms of how technologies can transition while still relying on the tenets that made them important in the first place.”

“Despite all the talk about the value of analytics, most companies still struggle to understand the practical ways they can benefit from it and how to implement it."

“If asked what the differentiator for Saddletree has been for the past 20 years, I’d have to say it’s the kind of relationships I’ve built with so many of my clients

“Analytics has brought an unprecedented degree of intelligence—yes, I’ll say it—artificial intelligence (AI), to the call-routing process"