“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.”

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

“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."

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

“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.”

“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.”