Companies that bridge the physical gap between leaders and employees early in 2021 will surpass pre-pandemic performance levels. Those who allow the virtual gap to widen will experience a performance decline.

The overall theme for 2021 is: It’s all about the response to COVID and its impacts.

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

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.

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