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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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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 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...

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