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.

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

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.

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.