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RapportBoost Blog

Read our industry leading articles about the latest trends in contact centers, sales chat, agent training and augmented intelligence.

RapportBoost Podcast – Featuring Mike Aoki

By David Oates | June 17, 2019 |

Hear from this foremost expert on the trends in customer service, call centers and the use of live chat. Learn…

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Live Chat: To script or not to script

By Dr. Michael Housman | May 27, 2019 |

Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries. Saving…

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In online chat, one size does not fit all

By Dr. Michael Housman | May 22, 2019 |

Many of our clients describe a conundrum they face with their live chat team. While they want agents to represent…

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Part 2 – Podcast featuring Kathleen Peterson

By David Oates | April 18, 2019 |

Listen to Part 2 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience…

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Part 1 – Podcast featuring Kathleen Peterson

By David Oates | April 10, 2019 |

Listen to Part 1 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience…

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Chat Conversations Vs. Email Conversations – What’s the Difference?

By Dani Apgar | February 10, 2019 |

A 2018 Forrester report states that email is still the most common channel for customer support. More than 50 percent…

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Changing Conversations In the Chat Window and Chat Team

By Dani Apgar | January 29, 2019 |

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A…

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Dani Apgar named among 50 leaders to follow on Twitter by ICMI

By David Oates | January 7, 2019 |

– Leading industry organization for contact center technology companies selects top 50 social media influencers for the fifth consecutive year…

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RapportBoosting Tip – Fear & Worry

By David Oates | January 2, 2019 |

Hi everyone! Dani Apgar here with your RapportBoosting tip which are bits of wisdom gleaned from our platform analyzing millions…

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Hear Tony Medrano’s Benchmark CallTalk Podcast Recording

By David Oates | December 26, 2018 |

We had a great time speaking with host Bruce Belfiore right before the holidays about how to turn your contact…

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