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Resiliency in the Age of Pandemic

As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on...

Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...
When Dysfunction Strikes the Contact Center

When Dysfunction Strikes

When it happens, you know it. We’re not talking about the garden variety slump, or the occasional, inexplicably poor decision. Even the greatest organizations...