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2017 is the Year Call Centers Should Adopt WebRTC

Providing true Omni-channel customer experience represents a real challenge for contact centers today. It requires not only meeting customers where they are – live chat, mobile, email, phone and more – but also being prepared to efficiently and effectively serve...

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The 4 Questions that Define Your Brand

Coke. Nike. Apple. These companies’ names and logos conjure images, provoke emotions and stick in our minds. The reason for this, quite simply, is branding. Based on cattle brands from the days of the Wild West, branding has evolved to...

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Real-Time Testing Yields Real Results

A/B testing, or split or bucket testing, is not a new concept. Marketers have been using this method to compare two versions of everything from direct mailers and newspaper ads to landing and web pages for decades in order to...

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How Process Mapping Creates Real Results

Using visuals to help learn or better understand a concept is not new. Anyone who has taught a child to count has used blocks, crayons, or toys to represent 1, 2 and 3. Visualization is a major part of Six...

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Are you Making this Mistake when Creating Call Center Scripts?

Effective scripts are the backbone of every successful call center. Whether for generating sales or serving customers, the best scripts make it possible for agents to sound conversational, yet professional, and they strike the perfect balance between warmth and efficiency....

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