Guiding a Safe Return to the Office
IT service management platforms are an essential component of a safe return-to-the-office strategy. Organizations wishing ...
October 28, 2020
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The Hidden Costs—and Risks—of Staying On-Premises for CX
I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platf...
October 28, 2020
What are the Top 5 IT Concerns for 2021?
Returning to the office, optimizing virtual work, and building community are some key focus areas for IT leaders in 2021. ...
October 26, 2020
IT Leaders Find Measurable Value in UCC Provider Consolidation
Nearly 75% of companies are transforming their communications and collaboration strategy. The massive shift to Work From H...
October 20, 2020
Six Ways To Manage Technical Debt
Most CIOs have at least heard the term technical debt. And if you’re from a programming background, you might know a...
October 15, 2020
Five Best Practices for Unified Communications Management
Unified communications management encompasses the policies, procedures, and tools for both administration and operations m...
October 13, 2020
IoT: Effectively Enabling Business Transformation
We’ve been discussing the rise of IoT for more than a decade. And in certain industries (such as manufacturing, transpor...
October 9, 2020
Technology to Implement that Empowers Agents
By empowering agents—and by extension, other employees that help them with customer interactions—organizations can dra...
October 1, 2020
Upcoming Webinar – Contact Center Strategies for Hire and Work-From-Anywhere
Following the unplanned and rapid move to home offices, customer experience leaders are discovering unexpected benefits wi...
Upcoming Webinar – CET [Ep.3] 5 Steps to Self-Service Success
CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without h...
Upcoming Webinar – CET [Ep.2] Contact Center Redesigned: Leveraging WFH
Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now t...
Webinar Replay – CET [Ep.1] Transform Your Agent Experience – and Hurry!
Customer Experience leaders are frantically trying to improve the agent experience? Why? Agent turnover rates--which had b...
Webinar Replay – Is Now the Time to Move Your Contact Center to the Cloud?
This webinar addresses top-of-mind questions of CX leaders running on-premises contact centers, and provides a roadmap for...
IoT [Ep.4] Use Case Drilldown: Healthcare, Manufacturing, and Smart Buildings
Some of the top use cases for IoT are Healthcare, Smart Buildings, and IIOT (industrial IoT). How are companies approachin...
Webinar Replay – Deploying A Risk-Based Approach to Threat Protection
What are the upcoming threats for 2021 and beyond? How should companies assess the risks of these threats, and align resou...
Webinar Replay – Adapting Your Incident Response Policy to the Cloud Era
Incident response policies (IRPs) are a foundational block for security operations (SecOp) teams. But many SecOps teams ha...