The NACC—The Uncommon Organization for an Uncommon Industry

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.

Strategy Industry Research


Agile CX 201—Practical Applications

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

Strategy Customer Experience Industry Research


Change Your Work-at-Home Model to Fit Your Agents’ Needs

We believe that the answer to long-term sustainability is to build a model that effectively supports your agents rather than replaces your agents.

Strategy Industry Research


Contact Center Challenges & Priorities for 2020: The Year of the Agent

As centers tackle their challenges and pursue their priorities, I believe we will see a strong focus on the agent experience, and the result should be better customer experience, as well.

Strategy Industry Research Research


The Future of the Contact Center: Optimism with a Dose of Caution

As centers pursue bots, RPA, and a variety of AI-enabled capabilities, it is imperative that we consider the people and process changes that go hand-in-hand with these powerful tools.

Strategy Industry Research Research


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