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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 Organizing For Success In Collaboration

    Organization: The Enterprise Collaboration Playbook
    October 23, 2020 | Art Schoeller

    Too often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish...

  • 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...

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