Research Resources – Whitepapers

This paper looks at the role of the command center — be it a traditional physical space, fusion center, or virtual version — in managing critical events. We explore seven principles that help an organization elevate the role and value of its command center, taking it from the “basement to the boardroom,” so to speak. [...]

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Staying ahead of security threats is paramount for top executives and each year, those threats become increasingly complex. Emerging threats could be economic, environmental, geopolitical, societal or technological. It is important not to oversimplify the emerging threat narrative, as security risks are progressing faster than organizations can adapt. This guide gathers useful insights from top [...]

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As enterprises navigate the rapidly shifting currents of COVID-19’s impact on local, regional, national and world economies, the duty of care to protect employees’ safety has to be the top priority within each company’s leadership team. The dynamic tension that exists between this duty of care to employees and the obligation to perform for shareholders [...]

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With today's customers demanding a lot, you must demand a lot from your contact center framework. A contact center that lacks scalability, agility, automation, access to actionable intelligence, and support for omnichannel engagement doesn't stand a chance of satisfying today's customers. Yet these types of contact centers are all too commonplace. By harnessing a customer-centric [...]

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Around the world, the COVID-19 pandemic is having a substantial impact on the entire media and entertainment ecosystem, creating both opportunities and challenges. At-home media consumption has reached historic highs due to social distancing, while the content production business has been largely halted. Some of the most valuable media content across the globe – like [...]

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