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Learn to calculate average handling time

Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.

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Compare transactional vs. relationship marketing

Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.

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How to build a world-class customer experience system

Megan Burns highlights the first four building blocks necessary for building a customer experience -- core journeys, criteria, blueprints and safety nets -- in this first article of a two-part series.

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Adobe AI-based Predictive Audiences added to Marketo Engage

Adobe adds Predictive Audiences to Marketo Engage. The personalization tool is geared for users who manage marketing messaging to live and online event attendees.

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