Cet eBook traite des attentes des utilisateurs concernant leur expérience de travail numérique (c'est-à-dire les expériences liées aux appareils, aux outils de collaboration, aux applications et au...

Toutes les entreprises ont dû accélérer leurs stratégies de travail numérique pour faire face aux perturbations mondiales. Cependant, le changement est devenu une constante, tout comme la nécessité...

A strong understanding of who your customers are, what they want and how much they’re worth is essential to meeting their needs. Insights into the mind of individuals and the broader customer base ...

Modernization enables organizations to transform a contact center into an intelligent engagement center that maximizes the value it generates for the business and customers. Agents do not have to t...

Global economists can’t seem to agree. The economic indicators we typically rely on are telling different stories. A strong labor market and corporate earnings growth suggest all is well, while sky...

All contact centers will eventually have cloud components and while a cloud-first strategy may be sensible for new functionality, a cloud-only strategy is rarely viable for large contact centers. N...

Every spending moment is a potential risk: Where’s the money going? What’s it being used for? Is it a preferred supplier, a reputable supplier, a sustainable supplier? And perhaps most importantly,...

It’s no wonder that companies that use software as a service are 1.67 times more likely to make direct ESG investments into their finance organzations. Midsize and large companies spent nearly US$3...

Every travel decision is a moment to make the best decision – not only for your business, but for the planet. Sustainability, from fuel-efficient nonstop flights to electric ground transportation t...

You don’t have room in your budget (or in your day) for inefficient processes or non-compliant practices. You don’t have time to waste or time for risks that aren’t worth the reward. And with all t...