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Santa Serves Up Great Service This Holiday Season

This season, Santa Claus is everywhere. He’s at local retailers or in the mall, ready to hear kids’ wishes and take photos. He’s dropping off toys and presents to the needy. I...

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Text Mining for Data Gold in the Contact Center: A Client Story

Despite a growth in digital and self-service customer service channels, customers still use the standard, live-support channels—73 percent use the phone, 68 percent use email, and 58 percent...

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6 Ways to Power Omnichannel CX This Holiday on the Heels of Record Digital Sales

This Thanksgiving holiday, 173 million Americans went shopping. They spent nearly $8 billion online on Thanksgiving and Black Friday, and another $6.6 billion on Cyber Monday, up about 18 percent...

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Are We Headed for Another Internet Bubble?

Subscription-based companies are becoming a mighty force in the business world. Powerhouses like Blue Apron, Dollar Shave Club, and Loot Crate deliver sleek, modern products via daily deliveries or...

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Be Positively Disruptive by Uniting Humans With Automation

To survive in today’s increasingly competitive customer landscape, businesses have seemingly flocked in droves toward the latest tech trends such as in AI (artificial intelligence) and...

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Digital Transformation: So Close Yet So Far

We exist in a time where technology is thrusting the contact centers forward in ways that have never before been accomplished. From independent chatbots to biometric analytics that can read your...

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Start the Marketing Reality Check

The marketing landscape has been changing at a remarkable pace. In 2011 there were just 150 marketing technology vendors. Fast forward to today and now there are more than 5,000.As this overflow of...

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Are You Making Things Too Complicated for Customers?

Complexity is a natural byproduct of growth. As companies expand and introduce new products through acquisition or through internal development, there is a tendency to become more complex. Before...

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3 Steps to Optimize Contact Center Employee Performance

In many industries, high-performing contact center associates are critical to organizational success. These employees are often the front lines of your business, the voice of your organization....

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The New Marketing ROI in 4 Easy Steps

What is the value of a marketing campaign, or a marketer for that matter? The answers to these questions are often murky at best. To prove ROI, marketers must defend their place in the value...

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