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September 2020


Paul Stockford

Advisory Board

Jim Lavery (Desert Fin. Credit Union)

Maryann Cusick (RCN)

Mark Pereira (Briljent, LLC)

Album of the Month

Lone Pinon is a New Mexican string band that plays the traditional music of New Mexico and the Southwest. Formed in 2014, the members of Lone Pinon learned their art from elder musicians who instilled in them an appreciation of the tradition of New Mexican music that goes back centuries. If you like conjuntos, rancheras, swing, and Texas fiddle music, you’ll like Lone Pinon. Great dance music too! More information at

Picture of the Month

This picture was taken on May 17, 2020, from my garage. That’s my shadow in front, created by the light from the open garage door behind me. We saw this wildfire heading towards us at about 11 p.m. and we packed up ready to leave. Fortunately, the firefighters had it under control by 4 a.m. and we weren’t forced to evacuate. It was an interesting exercise, though, deciding what was important enough to take and what could be left to chance of loss if the fire reached our house.

COVID-19 Testing and the Contact Center

Paul Stockford, Research Director, NACC and Chief Analyst, Saddletree Research,

COVID-19 testing is becoming a way of life as more of the country opens up. Besides mask wearing, most places where you have a chance of coming into contact with others are taking testing precautions in order to protect themselves and their customers.

My regular gym, where I was a member for the past 18 years, didn’t survive the pandemic shut- downs here in Arizona. So, with my regular gym gone I recently joined the local YMCA and have quickly learned about testing and disinfecting in a building being used by numerous people, even though the YMCA is restricted by Arizona state mandate to having no more than 50 percent capacity in the gym at any one time.

So, now when I check in at the “Y” the first thing that happens is my temperature is taken. If it falls within normal bounds, I can then don my face shield and use the cardio equipment. When I’m done with cardio, I put on my face mask so I can spend some time in the weight room. In all cases, I have to carry Clorox disinfectant wipes with me from station to station and wipe down the equipment when I’ve finished using it. Not convenient or enjoyable, but necessary.

A similar process is beginning to take place in the contact center industry as more contact centers begin recalling workers on a full-time or rotational basis. As workers return to the brick-and-mortar contact center, testing protocols will have to be in place in order to ensure the health and safety of all workers. This is uncharted territory for most contact centers, and we are learning as we go.

According to Dr. Richard Higby, VP Microbiology for international life sciences testing company Eurofins, “A sentinel approach to monitoring provides an actionable plan for COVID-19 control in a call center office setting. Using the 1-2-3s of detect, determine, and disinfect as applied through the testing of masks, clinical diagnostic testing of those affected, and disinfection verification of employee workspaces, a cost effective program can be implemented with semi-weekly testing.”

If you haven’t yet started to think about the “new normal” of the post-pandemic contact center, the time has come. The NACC will continue to research and report on this topic in the months ahead. Be sure to check your e-mail inbox for more information as it becomes available.

The 24/7 Economy and the Quality of Working Life of US Call Center Employees

(The following is a letter of request for participation from a Doctoral student at Grand Canyon University. She is hoping NACC members and subscribers will be willing to help with the research necessary for her to complete her dissertation. Details are in the letter which follows. ~ Ed.)

Grand Canyon University
College of Doctoral Studies
3300 W. Camelback Road
Phoenix, AZ 85017
Phone: 602-639-7804


My name is Oneilia Miller, a doctoral student under the supervision of Dr. Melissa Singer Pressman in the College of Doctoral Studies at Grand Canyon University. I am seeking your participation in my doctoral research to investigate whether there are differences in the quality of working life between call center employees who do shift work and those who work on the standard work schedule in the United States.

I am recruiting individuals that meet these criteria:

  • Are between the ages of 18 and 65.
  • Live in the United States.
  • Work in a Call center located in the United States

You cannot be in this study if:

  • Are not between the ages of 18 and 65.
  • Live outside the United States
  • Do not work in a Call Center located in the United States

The activities for this research project will include:

  • You are being asked to participate in this study by completing a survey questionnaire that will take approximately 10 minutes to complete. The survey will be open between September 9, 2020, and October 20, 2020.

Your participation in this research is voluntary, and there is no financial cost nor payment for your participation. You can leave the survey at any time without any penalty. Data will be collected using the Survey Monkey platform.

Please note that this study is not expected to pose any risk to you. If you choose to participate, you will not provide your name, place of employment, or any other identifiers in the survey responses. Therefore, your responses cannot be linked back to you. You will be required to agree to an informed consent form that confirms your approval to participate in this study.

If you wish to participate in this research, please click on the link below that will take you to the informed consent form that will confirm your agreement of participation, followed by the survey to be completed.

I thank you for your assistance in my doctoral research, which only someone with call center industry experience can provide. If you have any questions, please contact me at or 647-785-0736

Thank you!

Back by Popular Demand!

(Something we discovered while redesigning and relaunching the In Queue newsletter is that readers really like infographics. Fortunately, NACC Advisory Board member Mark Pereira happens to be very talented when it comes to creating infographics. So, back by popular demand is this month’s infographic created by Mark. Mark can be reached at Ed.)

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