JAA'S Analyst Blog - Current Posts

Since the relaunch, JAA's traffic has been really growing, as is our following, and your support is greatly appreciated! For those who have signed up for the blog via RSS, we hope you continue following, and sharing with others is also appreciated.

You should also know that the majority of JAA's thought leadership is published on sites other than this blog, and the best way to follow my broader coverage is to subscribe to my monthly newsletter.

A short note for navigating this section - scroll below for the most recent posts, and then for more, click on the Blog Archive box, where you can view all of my posts, going back to the beginning in March 2005.

I’ve been doing work for Canadian contact center provider Upstream Works for a few years now, and we’ve got a new Insight Series going. Main focus is about the impact of COVID-19 on the contact center as well as how CX is changing as a result.

The first report in this series has been posted now to their website, and the others will be coming over the next few weeks. Registration is required, but it just takes a moment, and I think they’ve done a great job putting the finished product together!