Government’s Innovation Surge Shouldn’t End with the Pandemic

When tasked with returning to normal, government innovators must respond with a forceful no. We should take this opportunity to permanently transform our services, transactions and regulatory systems.

One and Done: The Strategy and Measures You Need to Make Your Call Center Work

In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]

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