NACC In Queue: The Shocking True Story! New Album, Picture,Infographic, Call Center Comics!

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October 2020


Paul Stockford

Advisory Board

Jim Lavery (DFCU)

Maryann Cusick (RCN)

Mark Pereira (Briljent)

Why Conversational AI is the Customer Service of Tomorrow

I recently sat down with a company that is making big strides in helping companies communicate better with their customers: Cognigy. For most companies using Conversational AI, it’s currently in the form of chatbots. A recent survey by Avaya suggested that 58% of executives believe chatbots are the only form of AI they are using effectively right now. This means that there is plenty of room for improvement and ample opportunity for forward-thinking organizations to get ahead of the competition. And for those not-so-forward-thinking, this is your chance to become so. The technology itself is not as scary as it may seem either. Most companies are up and running within a few weeks. They created this whitepaper to help educate Customer Service leaders about Conversational AI and the value it brings. It includes a great section on measuring the ROI of chatbots!

Download The Whitepaper

The True Story of the NACC Revealed!!

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

While pondering the topic of my October column in Contact Center Pipeline magazine, the thought crossed my mind that there are a lot of people in the contact center industry who still don’t know what the National Association of Call Centers (NACC) is all about. Sure, you can look at the blurb on the website,, but that doesn’t dig into all the deep and dark secrets of the association and its operation. I decided it was time for a tell-all.

The column tells the story of the NACC from my perspective, which begins about four years after the founding of the NACC, up to today. Besides writing about what the NACC is, I also wrote about what the NACC isn’t in the hope that I can reduce the number of weekly calls and e-mails I get that are totally unrelated to the mission of the NACC.

You can read the entire column on the Contact Center Pipeline website here. If you’re not already a subscriber to Contact Center Pipeline magazine, I suggest you remedy that situation right away. CCP editor Susan Hash is offering NACC subscribers a free digital subscription to CCP this month. Just use this link to get started and take advantage of this free subscription offer.

Calabrio C3. Coming October 27th to a Screen Near You!

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

For the past dozen years, I’ve been a speaker or attendee at Calabrio’s annual C3 customer conference. This year C3 was scheduled to be held in the company’s hometown of Minneapolis but, like everything else, the conference will go virtual this year. The bad news is, we won’t get to meet face-to-face this year, but the good news is, the conference will be accessible to everyone who has access to a computer. No travel and no charge!

As usual, I’ll be participating in a couple of sessions this year, including a discussion with Adrian Swinscoe focused on the challenges of, and best practices for, the post-pandemic contact center.

The details of this year’s C3 along with a link to register are in the description below. See you there – wherever you are!

Don’t miss out on the WFO virtual experience of the year!

Explore the evolving world of work and register to attend Calabrio Customer Connect, Oct. 27-28. This free virtual event features over 60 breakout sessions, including presentations by customer experience innovators such as Netflix, Patagonia, Capital One and Rackspace. Attendees will also hear from industry expert Adrianc Swinscoe, Forrester Analyst Ian Jacobs and Saddletree Research Analyst Paul Stockford, as they weigh in on the tremendous changes facing the industry.

Album of the Month

I discovered The Onlies in an e-mail that I received from BandCamp, a website that specializes in music that is outside the mainstream. The Onlies are a group of lifelong friends who grew up playing traditional American popular; i.e., old-time, music. Besides playing music that will get your toes tappin’, the musicianship of these young people is incredible. I sat dumbfounded watching a concert video on YouTube and seeing a single musician go from playing fiddle on one song to bluegrass banjo on the next to the guitar on the next to mandolin on the next to clawhammer banjo, then start over again. Check this band out at

Picture of the Month

This cactus is called the Argentine Giant and they are native to the Sonoran Desert. This one happens to be in my backyard. The Argentine Giant blossoms once a year with each blossom blooming at sundown and lasting about 24 hours. Bats feed on the nectar of the blossom during the night and then nature takes its course with bats dropping seed with built-in fertilizer and the next year a new little Argentine Giant takes root somewhere else in the desert.

Leadership During Crisis

( The following infographic is another submission from talented infographic designer and NACC Advisory Board member Mark Pereira. We appreciate his support and submissions. Mark can be reached at Ed.)

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