NACC In Queue: Starting A WFH Newsletter, Monthly Recap, Feedback Feature, Call Center Comics!

November 2020


Paul Stockford

Advisory Board

Jim Lavery (DFCU)

Maryann Cusick (RCN)

Mark Pereira (Briljent)

Monthly Recap and New Newsletter Feature

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

This is usually the time of year when we ask all of you, our NACC members and subscribers, what’s on your mind for next year. The usual question is, “What’s keeping you up at night?” With the pandemic and all the problems and challenges that have come along with it, we’ve probably already got a pretty good idea of what’s keeping you up at night!

Instead, we’d like to know what topics you’d like to see covered in this newsletter over the next year. This question originates from NACCAdvisory Board member Mark Pereira, who is the brains behind the infographics you’ve seen in this newsletter throughout 2020. We’d like to keep those types of features coming, whether in infographics or articles, and we’d like them to be as relevant to your needs as possible.


So, we’re asking you to try out our new “Feedback” box feature at the bottom of this newsletter.  And, if you’ll include your name and e-mail address with your response, you’ll be entered into a drawing for a new Amazon Fire HD 10 tablet. 

The winner will be drawn at random from all of you who respond, and your participation won’t require a lot of time.  Just enter a word or two that describes what interests you so we can make note of it, including your name and e-mail (so I can contact you if you win) and that’s it.  Examples of topics that may be something you’re interested in could include:

  • Coaching
  • Training
  • Having those difficult conversations
  • Workforce Management
  • Automation and Chatbots
  • Quality Management
  • Policy Development
  • Employee Engagement
  • Etc. Etc.
This isn’t an exhaustive list, just a few examples to get you thinking.

The only other caveat for entering the drawing is that you would be willing to let me publish your name and company in this newsletter if you’re the winner. I want to keep this above board so everyone who entered will know who the winner is. Otherwise, as usual, no one will contact you as a result of your participation in this NACC project.

If you don’t happen to win this one, don’t give up. We’ll be giving away another Amazon Fire HD 10 during the first quarter. You’ll have to check this space each month to find out when the next drawing will be.

Album of the Month

The craziness of this election year reminded me of Kinky Friedman’s run for office in 2006. Kinky Friedman is actually one of the most irreverent and humorous singer/songwriters, novelists, and politicians I’ve had the pleasure to discover. He ran for Governor of Texas in 2006 and actually garnered 12.6% of the vote. In 1980 Kinky took a break from music, relocated to New York City, and wrote detective novels that featured a fictionalized version of himself solving crimes. I’ve read several of the Kinkster’s novels and they are as funny as they are entertaining. He still remains as musically relevant today as he was when he began his career in the early ‘70s. This is my favorite Kinky album but one word of warning. If you’re easily offended, don’t listen to Kinky Friedman music. If you’ve got a sense of humor, you’ll probably enjoy this music as much as I do.

Picture of the Month

This month’s picture comes to us courtesy of NACC Advisory Board member Maryann Cusick. As described by Maryann, “The charming town of Southport, NC is one of the oldest communities in coastal North Carolina. It has a relaxing waterfront and plenty of shops and restaurants to enjoy. The romantic thriller "Safe Haven" was filmed here and is a popular tourist draw. If you are in the area, you won't be disappointed by this beautiful, quaint town and its atmosphere."

Turns out Maryann and I both have a North Carolina connection. Maryann’s vacation home is there, and my daughter and her husband live not far from Wilmington, NC, so I am there as frequently as work obligations allow. Southport isn’t far from Wilmington so I’m definitely adding it to my list of places to visit on my next NC trip.

Starting A WFH Newsletter For Your Contact Center

( 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.)

We Value Your Feedback

Please provide any comments regarding this month’s newsletter format, content, etc. We’d also appreciate your suggestions regarding how we can make this newsletter more useful to you each month.

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