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Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that ...

The COVID-19 crisis has accelerated many variables in the marketplace. Digitalization is on the rise and work has turned on its head. But the need for customer experience, creating exceptional...

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance...

Work environments are changing rapidly as companies race to set up virtual operations and ensure employees are ready to perform. Contact center associates are no exception. Companies need a fast...

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious...

Months into the pandemic, COVID-19 has continued to place an incredible burden on government agencies. The need for information on unemployment, testing, and safety guidelines has call volume...

Pundits, business leaders, and hipsters have espoused for years the religion of digital transformation. But nothing could create more converts as swiftly as COVID-19. Every time we order takeout...

The 'new-normal' brought on by COVID-19 was led by a digital-first approach to business. Digital transformation accelerated out of necessity to quickly meet unexpected surges in customer...

Like a massive tidal wave, the COVID-19 pandemic has upended business operations, supply chains, and economic activity. However, it has not changed the need for sales teams to produce results. To...

The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work,...