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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,...

The new work-from-home contact center environment provides safe business continuity, but it comes with security concerns. Agents are more vulnerable to nefarious actions from cybercriminals who...

Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges getting in the way of the human connection that’s desperately needed...

At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren't normal times and sales approaches that worked a few months ago may not work...

The COVID-19 pandemic has blown open the so-called "digital front door" of financial institutions—forcing companies to scramble to accommodate an influx of digital interactions and...

New technologies combine with traditional contact centers to manage the three crises government agencies must face: COVID-19, record-breaking unemployment filings, and confusion around the CARES...