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Are You Sure Your Contact Center Is on Solid Ground?

Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That...
Strategizing and Planning a turnaround in the contact center

Dawn of a New Day

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much”...
Author Q and A

Author Q&A: Backstage at the Customer Experience

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set...