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Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...

The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives. A quick skim among the tech press shows what on the surface looks to be troubling news - spending on ...

Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified the patterns and trends behind...

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may be exposed helps agencies stay ahead of potential hot spots...

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...