ConvergeOne Thought Leadership Series





By: Kathy Sobus, Senior Director of Customer Experience Strategy, ConvergeOne

When COVID-19 shut down much of the world’s economy in March, it didn’t shut down the influx of customer service needs. Whether at home or unemployed, many suddenly had more questions and more time to wait on hold while using other means of connection outside of the phone, including websites, apps, text, social media, and email. Meanwhile, companies struggled to transfer complex in-office operations to remote locations, oftentimes at home. Now that the U.S. is reopening, everything is changing once again, driving new customer questions.

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Watch Video: Part 1       Watch Video: Part 2



By: Joe Vigorito, Senior Director, Cybersecurity Lifecycle Consulting, ConvergeOne

Malicious hacking is on the rise, whether it’s ransomware attacks on target municipalities, data breaches that divulge details on millions of people, or supply chain hacks that kneecap global trade. The threats—and vulnerabilities—will continue to grow in the post-COVID workplace.

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By: Mark Wechsler, Vice President Advisory Services, ConvergeOne

For large organizations, the shift to a remote workforce isn’t as simple as opening a laptop and Slack. Here’s what CIOs need to do now to support the post-COVID workplace. When the pandemic forced thousands of workers to work home last spring, obstacles loomed everywhere for CIOs. Today, months later, the challenges continue as many companies were forced to rethink how—and where—we work.

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By: Paul Gibbs, Global Account Manager + Robert Redd, National Director - Public Sector, ConvergeOne

Last spring, when COVID-19 first raged around the globe, contact tracing became standard vocabulary in the world, as containment of the virus became a top priority for every major enterprise, government and institution. Contact tracing, along with widespread testing, became a powerful tool in stopping the spread of the coronavirus.  

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By: Kathy Sobus, Senior Director of Customer Experience Strategy, ConvergeOne

Workers are largely remaining at home. What does all of this mean to the contact center business, and how can we morph this into something more workable than what we have today?

It’s been six months since we’ve:
• Moved our college students home
• Started homeschooling our children
• Relocated our work to a remote/home work setup
• Migrated our business life to a blend of personal and professional
• Endured hours of video calls while juggling all of the above (and more)

And for most, there is no end in sight.

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By: Tim Femister, Vice President Digital Infrastructure, Chris Ripkey, Sr. Director Cybersecurity, + Kathy Sobus, Sr. Director of Customer Experience Strategy

As businesses around the world manage an uncertain future, it’s crucial that companies create a new framework for how people work and embrace new technology and plan to boost security, collaboration and productivity. The ConvergeOne leadership team recently hosted a virtual Executive Exchange with over 50 key customer leaders to share ideas, best practices and perspectives to support growth strategies and drive future success, summarized here.



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