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7 min read

Should Live Agents Be The First Point of Contact? No, Here's Why.

“Here we go,” you think before morosely tapping out the 1-800 number on your dial pad. You only have a ring’s worth of time to dread the IVR’s voice before you hear it through the phone, the same cann...

6 min read

Customer Journey Mapping (in 2019)

Getting into the heads of your customers is an interesting challenge. Even those at the highest entrepreneurial tier are asking themselves:

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