Contact Center Challenges and Priorities for 2021: A Year Like No Other

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

Strategy Industry Research Research COVID-19


Surveys Highlight Contact Center Opportunities

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

Strategy Customer Experience Planning Industry Research Research COVID-19


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


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