It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
Despite potential synergies, mergers are never easy — and often never achieve the economies of scale that were imagined. They require a marrying of cultures, knowledge, and the processes of…
The evolution of the digital employee experience prior to 2020, in hindsight, did not fully prepare us for what was to come. This year, workers in every sector of the…
We don’t usually invoke action movie franchises to describe our customers’ successes, but there’s no getting away from it: What Ellucian did, under the guidance of Global Support Manager Katherine…
