“It’s time for our own superhero in the contact center industry. I nominate inefficiency as the villain in this superhero story and contact center automation as the superhero.”

Monday, 15 February 2021 08:20

Can You Say Con-Tin-Gen-Cy?

“The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.”

Thursday, 10 December 2020 12:40

The Rocket Man and a Watershed Year

“The modern contact center means a more agile approach; working anywhere while meeting service level objectives and taking care of the customer on whatever channel they prefer.”

“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.”

Page 1 of 4