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Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests...
Supporting Digital Natives in the Contact Center

Digital Native Citizens Demand More From Government Centers

While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government...
Increased Consumer Review Transparency Puts the Consumer in Control

Increased Transparency Puts the Consumer in Control

Ernst & Young’s study, The Digitisation of Everything: How Organisations Must Adapt to Changing Consumer Behaviour, sheds some light on a key challenge that...
Contact Center Pipeline Blog