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Aberdeen Research: 3 Hot Contact Center Trends to Watch in 2015
WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar. SmartCustomerService.com.)
DMA 2014: Customer Centricity Must Guide Marketing Strategies Across Channels, Presenters Agree
E-commerce is an unstoppable global force ripe with data.
DMA 2014: As Data-Driven Marketing Gains Traction, Governance and Analytics Present New Challenges
Brands must use data responsibly and strive to deliver highly personalized experiences.
An Evening with Buddy Valastro, the Real-Life Willy Wonka
As Carlo's Bakery gets bigger and embraces new technology, Buddy's philosophy remains the same.

Viewpoints (Web Exclusives)
Timing and relevancy are key to sales conversions.
Look beyond technology to serve your customers best.
Five things world-class companies are doing right.
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CRM Magazine, October 2014
Should CSRs Be Paid for Performance?
Why companies must assess the effectiveness of tying agent compensation to contact center metrics.
Interactive Video Breathes New Life into Online Advertising
Traditional linear content is out; personalized dynamic content is in.
Mobile Wallet Building Blocks Slowly Take Shape
Emerging technology promises to overhaul the payment process, but first it must overcome myriad technical and logistical obstacles.
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Voice4Net Launches RTC Client

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