The pandemic forced many changes, including government reconsidering the way it handles training. For one, in-person training quickly shifted online.
Posts By Stephanie Kanowitz
Without the right tools, conflict resolution can be as fraught as the dispute itself. What’s more, working things out is about way more than a productive conversation. It involves body language as much as spoken words, although those matter, especially the tone in which they’re said, according to Kevin Coleman, an Empowerment Coach and GeneralRead… Read more »
To be successful at effecting change at your organization, look at diversity, equity and inclusion through the prisms of relationships, ethics and actions.
In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them.
Contact centers are often the first, if not only, point of interaction with the public for many agencies, it is time to modernize them.
“What this [pandemic-driven] digital transformation forced was more consolidation: one intelligent conversation that the whole call center has access to, that delivers it at multiple touchpoints.”
Inherently a complex process, grant management gets even more complicated in times of crisis. The CARES Act exemplifies this.
Agencies can effectively adapt to remote work by updating their disaster recovery and continuity of operations plans (COOP).
Replacing legacy technologies with modern, cloud-based solutions enables agencies to extend operations to wherever their employees are.
“We need to be thinking about how different age groups will have different needs or expectations. And if we’re not taking that into consideration, then there’s the potential that we could be under-serving one or another group.”