Best Practices in Managing External Training
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
Constructive Paths Through Workplace Conflict
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 »
How to Get Chatbots Up and Running
In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them.
How to Best Address Contact Center Needs
Contact centers are often the first, if not only, point of interaction with the public for many agencies, it is time to modernize them.
How to Build a More Intelligent Contact Center
“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.”
Navigating Grants Management in Times of Crisis
Inherently a complex process, grant management gets even more complicated in times of crisis. The CARES Act exemplifies this.
Be Resilient By Updating Your Agency’s Continuity of Operations Plans
Agencies can effectively adapt to remote work by updating their disaster recovery and continuity of operations plans (COOP).
How the Las Vegas Valley Water District Shifted to Remote Work in Less Than Two Days
Replacing legacy technologies with modern, cloud-based solutions enables agencies to extend operations to wherever their employees are.
How Employees of Different Generations View Citizen Engagement
“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.”
Critical Success Factors to Build A Secure, Flexible Data Strategy
A strong data strategy involves decisions with data at the forefront, not lumped in with AI, ML, cloud migration and other technologies.