The Proven Effectiveness of IT Training
A recent IDC study shows that organizations have a vested interest in ensuring that their employees keep their skills up to date.
Posts By Uyen Nguyen
Handle Unexpected Changes and Plan For a Changing World
In an active planning environment, agencies can streamline reporting and access real-time data to address unexpected changes and plan for what’s next.
How a Crisis Center in Texas Improved Its Customer Service Experience
Integral Care of Travis County, Texas wanted to personalize contact center interactions by changing the way its agents engaged with callers.
The 3 Levels of Customer Experience
To build an effective and scalable experience, organizations must understand all aspects of their customer interactions and focus on three main levels of CX
Using Performance Analytics to Gain Powerful Insights
It’s difficult to get visibility into the right data, performance analytics is the engine for agencies to use data-driven insights to make better choices.
How Montana Transformed Its Constituent Engagement and Communications
Montana resolved its communication problems and implemented a scalable solution that delivers personalized communication to its constituents.
6 Key Tools For a Remote WorkForce
The evolving remote workforce calls for agencies to proactively change the way they function while improving agility and productivity for the long-term.
How the City of Oakland Empowered Virtual Civic Participation
As a result of just three virtual efforts, citizens are more engaged than ever before. They have opportunities to get involved in their city.
What to Prioritize and Invest in During a Budget Shortfall
It is important to focus on cost, efficiency, and performance while prioritizing investments that promote multi-year outcomes.
Using Contact Center-as-a-Service Technology for Better CX
CCaaS providers who offer SaaS-based applications can enable customer service organizations to manage multichannel customer interactions.