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• Report Build An Outside-In Contact Center Roadmap

  Roadmap: The Contact Centers For Customer Service Playbook

  December 31, 2020 | Art Schoeller

  In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX)...

• Report The Critical Role Of Policy In Enterprise Collaboration

  Processes: The Enterprise Collaboration Playbook

  October 21, 2020 | Art Schoeller

  A clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy,...

• Report Setting The Technology Foundation For Your Enterprise Collaboration Strategy

  Tools And Technology: The Enterprise Collaboration Playbook

  July 10, 2020 | Art Schoeller

  Many organizations are making a fundamental bet on enterprise collaboration (EC) to link the various roles in the customer experience ecosystem and make worker effectiveness and engagement into a...

• Report Mind The Gap When Organizing To Support Contact Center Applications

  Organization: The Contact Centers For Customer Service Playbook

  July 7, 2020 | Art Schoeller

  Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent...

• Report Collaboration Success Hinges On Effective Change Management

  Continuous Improvement: The Enterprise Collaboration Playbook

  June 19, 2020 | Art Schoeller

  For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

• Report Design Your Contact Center To Be Customer-Centric

  Strategic Plan: The Contact Centers For Customer Service Playbook

  September 25, 2019 | Art Schoeller

  As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...