In this day and age, it’s easy to think that every business has a contact center. Yet, not only do many businesses not have one, but among those that do, there’s a growing desire to modernize their systems to keep up with changing customer expectations. These are two very different scenarios, but both often face a common obstacle in the way management thinks about the contact center. While there certainly are contact centers performing at world-class levels, a lot of things have to go right for that to happen, including management buy-in for making the entire business customer-centric. In this post, I’m going to address each of these two scenarios, both

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Peace Over Violence has held Denim Day campaign events for the past 18 years to protest violence against women. The project was created as a response to a ruling by the Italian Supreme Court, which wrongly overturned a rape conviction. The presiding justices believed that since the victim was wearing tight jeans the perpetrator could not have removed the woman’s jeans without her help, implying her consent. This year The GUESS Foundation + Peace Over Violence is partnering with Downtown Santa Monica on Wednesday, April 26, 2017, in honor of Sexual Assault Awareness Month (SAAM). Similar events began earlier

At the 2016 World Economic Forum, Marc Benioff, Chairman and CEO of Salesforce, was asked a question about how quickly organizations need to move toward digital transformation. His answer was: "Speed is the new currency of business…you just cannot go fast enough; if you are not going fast enough, someone else is. Smartphones are making everything go faster, and communications is happening faster and faster." So, what does this mean for CIOs of mid-market and enterprise organizations? No Jitter revealed some important new insights in their webinar: “Collaborative Communications: Setting the Foundation for Digital Transformation.” UCC / WCC expert Zeus Kerravala of ZK Research and Jason Kasch, CIO of Structural Group, discuss how

Content marketing is always going to be one of the most important areas of focus for any brand or business using the internet. Of course, 'content creation' is going to play an important role in this process... but we all know there is more than enough content on the internet for everyone. With all of this in mind, if you want to win the content creation and marketing game in 2017, you need to understand who you are up against and how to deliver the best information possible to your audience. At the same time, you also want to be building your brand trust and authority at the

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