When times are good, contact centers are CX-centric. When times are bad, contact centers are a cost center. Sound familiar? Contact center veterans will agree that this has long been the prevailing wisdom. But today, as the world economy struggles to find equilibrium...

The shift to remote work has presented both challenge and opportunity, and business leaders are looking for more permanent strategies to boost employee productivity. But what if, rather than a declaration made by leadership, productivity is actually a byproduct of culture?...

This chapter examines ROI factors and business benefits of moving to cloud communications on a single platform. It is the summer of 2020. Leaders must act boldly to invest in these services that can keep their businesses open in normal times and in crises...

If someone in late 2019 told you that a global pandemic would soon send most work and education home for months on end, you probably would have kept sipping your latte and returned to ordering summer 2020 concert tickets on your phone...

Communication is essential for customer experience and employee productivity. Getting it right means having the right combination of technology and technique. It’s time to look to the experts: professional services can help deploy your cloud communications solution fast, and get it done right...

What worked before wasn’t working anymore. In-store, in-office, on-premises, huddles, handshakes: these staples of business life can’t happen from the kitchen table, home office, or spare bedroom many of us now consider our workplace...

Recently, Forbes shared a survey that everyone can relate to: Who led your digital transformation? If you picked C, you’re in good company. But now it’s time for executives to take back the reins and lead a proactive, sustainable digital transformation...