“This year there was more time to plan, more time to think through what a virtual conference should look like, and perhaps get creative in terms of how a virtual conference could be presented.”

“Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part-time from home.”

“Replacing COVID issues at the top of the challenges was formulating strategies that propel the contact center into becoming a central component of the operations of the organization.”

“Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.”

“The contact center is finally a place for investment rather than budget cuts.”

“What makes this industry special are the relationships that are built to last, even through this miserable pandemic.”

“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.”