| Contact Center/CRM Views and Analysis

Steve Wozniak to Keynote ITEXPO Las Vegas

We are extremely proud to announce Steve Wozniak is a keynoter at ITEXPO in Las Vegas, Thursday, August 29 at 10am....

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Attend the WebRTC Webinar and Learn More about the Disruption

Tomorrow, February, 20th, Dialogic will be hosting a WebRTC webinar and we’re pleased to have with us respected analyst Dean Bubley from...

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Thank You Amazon, Retailers May Now Merge at Will

When reports surfaced regarding Office Depot merging with OfficeMax, the first thing which may have occurred to many, is regulators wouldn’t let...

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Scam Users, Accumulate Facebook Likes, Buy a Ferrari

Bitdefender Labs recently reported that a site showing kittens and unicorns suggested users download a “business flash” plugin in order to see...

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Windows 8 Sync Settings - Security Hole

Windows 8 has a cool new feature that lets you login with your cloud-based Microsoft account (@hotmail.com, @live.com, @outlook.com) and it will...

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Is Apple Too Sexy for MWC?

In deciding not to exhibit at the Macworld events, CES and MWC, Apple has shown the world that it doesn’t need...

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Archives of all blog posts:
The (Social) Customer Isn't Always Right
The New Customer Self-Service: Ourselves
"Managing" The Anonymous Customer
Do-Not-Track Online Act Will Make The Web Less Creepy By Shooing Away "Nasty Sister"
9-11-01 to 5-01-11: Honoring Contact Centers Who Were, And Are, On The Line
Forget Government Big Brother, The Real Evil is the Private Sector "Nasty Sister"
The Dangers of Social Media Commentary
More Reasons to Question Loyalty Programs
Are Contact Centers Supporting Customers Via Social Media?
Letter Responding to Jan. CIS Logout "To Improve Quality and Profits Get Rid of "HR"
How To Win Contact Center Agent Loyalty
Tablets as Phones...Are There Signs of It Happening?
A Big Reason To Avoid Credit-Checking Contact Center Applicants: Lawsuits
Mining The Social Channel for Customer Gold
Governments' "Gifts" to Cisco, Citrix, InterCall, Polycom, Vidyo, et al...
Calling During the Holidays (and afterwards)? Be Nice, Not Naughty
To Improve Quality and Profits Get Rid of "HR"
Before Making Your Contact Center Wish List...
Remembering and Honoring Our Veterans, And Those Who Serve
Dismantling Obamacare Will Hurt Contact Center Employees, Businesses and The Economy
Curing the Pareto Illness
NBC's Outsourced: Amusing, Little Edgy, Mildly Inaccurate, Has Possibilities
Making The Canadian Census Voluntary Is Ideology Trumping Business, and Privacy
If The U.S. Is Finally Cheaper Than India, Don't Foul Up The Opportunity
Rethinking Do Not Call
Making the IVR Ogre Customer-Friendly
AT&T Teaches How Not To Respond to Complaints in The Social Era
Don't SLAPP Social Media (or SLAPP, period)
Shame On You, Teleperformance!
The Disinterested Customer
Will United + Continental = Fewer Contact Center Jobs?
Can Outsourcers Bring Social Media Home?
Don't Start Bulldozers Yet On Contact Center Expansion
Cracking Down On Dumb Telemarketing Tricks
CorpComm/PR Not Contact Centers For Managing Social Media
How To Get Buy-In For Telework? Offer It To Managers
Canadians Are The Real Story of the 2010 Olympics
More Reasons Why Traditional Contact Centers Are Doomed
Not Serving Obnoxious Customers
Hope For Haiti Telethon Results
Tune In, Call in (And Donate), 'Hope for Haiti Now' Tonight 8pm
The warnings of (and responses to) Haiti
9-1-1 Operators' Jobs Secure With New Car Infotainment Systems
My Top Trends For 2010
Can Social Media Influence Sales? Just Ask Simon Cowell
Thinking Twice About Loyalty Programs
May Nortel Execs' Stockings Be Laden With Coal
Who Needs Telemarketers? Pay People To Tweet and Post Instead
Want To Make Money? Shape Up Your Voice Self-Service
Make Customers Smile? Give Them Low Priced Half-Decent Products
Lest We Forget...
Automation Dooming Indian Outsourced Contact Center Jobs?
Why Treat Contact Center (and Other Service) Employees Well In Tough Times
Do We Need Contact Centers?
The Environment, Climate Change, and Contact Centers
'Cowardly Callers' in U.S., Canada?
Another Social Networking Landmine: 'Kind' Reviews
Save Lives, Reduce Injuries, Cut Health Costs, Don't Drive and 'Telecommunicate'
Creating the Ultimate Tablet PC
Avaya 's Act To Keep The Nortel Deal?
Nortel's Poisoned Chalice?
Nortel's Pending Demise Reminder Why Open Source (And Hosting) Is Way To Go
Triaging the Healthcare Debates
A Tip of The Hat to Radisson YVR (Vancouver)
Lack of Vision Nortel's Downfall
The Flexible Revolution
O' Nortel, O' RIM, and O'Canada
A Salute To The U.S. Army, InfoCision, and West, for PaYS
Memo to Canada's CRTC: Shame the Telemarketers, Release the Names
The Honduras Mess and Nearshore/Offshore Risks
Letter: SIP has long been oversold
Tougher Actions To Save Telemarketing
Ending Charity Fraud, Misrepresentation, and Bad Practices
Sage Advice to SMBs on Data Management and Business Software
Oh Canada: eBay Closes B.C. Contact Center
A College Education for Contact Center Work???
Handling The Next Telemarketing Regulations
The Missed Lesson Of Outsourcing to India, and Ireland
Three Must Attend/Participate Webinars
Rx For Organizations and the Economy: Axe The Incompetent Managers
Needed: Improved Data Management--Forrester
Needed: A Contact Center Makeover?
Nortel May Be Split, Sold To Avaya, Nokia Siemens, Siemens Enterprise Communications
Security Concerns And BPO/Contact Center Locations
Attention Airlines: To Avoid Calls and Customer Losses, Keep Washrooms Free...
Offshoring and Homeshoring
Wired Best Option For Rural Broadband?
Good News/Bad News from United (and other airlines)
Smoot-Hawley...It's Baaaack! Will It Infest Tech And Destroy The Economy?
Forrester's Practical Solutions To Growing Business and Cutting Costs
Rx For Downturn: Better Marketing, Better Customer Service
Attention Microsoft: Focus on Quality, Core Competencies Or Go The Way of GM
Genesys' Timely Deals: Consernos and SDE
The Blending of The Retail Channels
Must The Media Get Involved To Ensure Quality Customer Service?
Contact Centers and Economic Development
Why $40B in Broadband Availability Is Worth While
Congrats, Interactive Intelligence, For Becoming #1 in Unified Communications
The Key Obstacle to Telework Is In The Mirror
The 4-1-1 on Cell/IP 9-1-1
To Be Secure, Go Home
Cooperating Contact Centers To Cut Costs, Keep Staff Productive (and Employed)
Is Nortel's Future In The Clouds?
Sometimes there is justice...
Nortel, if it stays, will stay and grow in enterprise, contact center space
With Web 2.0 Be Prepared For Brickbats As Well As (the Few) Bouquets
Dell: homeshore your contact centers and drop the U.S. handling fee
Teleservices Expansion with 'TLC'
StarTek's Canada Closure: Can't See the People For The Cubes
mCommerce + eCommerce = Retail Success
Bell Deal to 'Take A Walk In The Snow'?
Proposal Software Simplifies RFP and RFI Responses
Taking The Lead Out of Economic Doldrums
Aid For Unemployed Contact Center, Communications Pros
Rx for Nortel?
Wanted: A New Customer Service Solution
When Buying Solutions Look at Corporate Stability
Syntellect Acquires Envox
Attention Outsourcers and Clients: It's The Service, S*****
IP-enabled iPhone: The Ultimate Contact Center Handset?
Opportunity Knocks in Canada?
Home working, customer care insights from ITEXPO West
Are You Prepared for the Next Disaster? Probably Not
Lessons From 9-11...No More 'Are You OK? E-mails'
In Memoriam..9/11
There's No Place Like Show...Like ITEXPO West
Come to Class at ITEXPO West!
Labor Day Message: Treat Your Workers Well and Be Rewarded
SpeechTEK Notes...
Forget SpeechTek: The Buzz Is With Aumtech/MS Speech Rec
Must see (and hear) speech rec webinar Thursday Aug.14
Canada's Do Not Call
End of the Line for Toll-Free Numbers?
Bell Dings
After-Hours Calls: the Next Speech Rec Killer App Opportunity?
IT Expo West--and IP--is Hot!
A green contact center and CRM opportunity...
The saga of Talisma's RR proposal
Convergys and Intervoice: Blurring The Lines?
There's No Place Like Home For Contact Centers
Credit Card Practices Hearing Today
Performance Management Stats
IP Fairy Dust
Investment Alternatives
A NICE Summit
Microsoft Dynamics Unleashed
500 Call Center Jobs In Arkansas
Hosted Speech in the Call Center
Black Holes On The Internet
Italian Call Center Doldrums
The ATA's Washington Summit
Microsoft Dynamics CRM Online
Eliminating CRM Pain
Ergonomics For Call Center
Canadian Call Center Strategies
The End Of Customer Service
Arthur C. Clarke
Call Center Industry Growth
Canadian Call Center Shut-Down
Better-Than-Expected Teleservices Financials
Cable Company IVR Crimes
First-Call Resolution Podcast
D&D Creator Gygax Dies
Marketing Salaries Guide
Call Center Life Saver
Canadian Call Center Woes
Video Gaming Widows
Another Upside To Virtual Call Centers
Call Center Space Availabilities
Feeling The Love From Offshore Outsourcing
Improving Capacity Through Virtual Call Centers
Call Center Jobs: Here Today, Gone Tomorrow
Tight Retail Return Policies
The ATA Position On Do-Not-Call
Sneaky ISP Fees
2007 Outsourcing Market Trends
B-to-B Telemarketing
Outrageous (Call Center) Interactions
Agents And I.D. Theft
Is Your Call Center Ready?
Offshore Coming Back Onshore
The Year Of the Home Agent
Bigfoot On Mars
Charter Deletes 14,000 Inboxes
Cell phone jail
Self-Regulation Is The Answer
When Open-Source Isn't Open
$50 Billion Online Ad Market
TMCnet's Call Center Credentials
Power of Direct Marketing
Teleperformance USA Renews First Client
Online Bill Payment
Companies Expect IT Projects To Fail
The Hispanic Marketplace
Bad Spam
Vonage V. Verizon
Fed Do Not Call List Upheld
Find Me, Follow Me
Led Zeppelin Ring Tones
Disney Customer Service
Tech-themed Baby Clothes
Nobel Prize for Nanotech Computing
Buyer's Guides
Spam Headlines
It's Beginning To Sound Like E-commerce Christmas
How Not To Do Customer Retention
Low Call Center Expectations
Biz IT Pro Delivers CRM Solution for QRPS
Biz IT Pro Delivers CRM Solution for QRPS
"Top 10 In The World" Spammer Arrested
Offshore Threat Exaggeration
Interactive Intelligence Q1 Financials
Women In The Blogosphere
SugarCRM Announces Developer Conference
Pioneering IP Contact Centers
Disconnect From Customer Reality
Dreaming Of Headsets
Vonage Injunction
Show Your CRM Excellence!
Media Blackout
ClientLogic/Sitel To Become Sitel
Annoyed Germans, Irritated Brits
Technology & Narcissism
Entellium Ranks High For CRM
Product Release Timing
Woman Power In Tech
Forrester Says Oracle/Siebel CRM Tops
Suing Telemarketers
Convergys CEO To Retire
E-Mail Addictions
Call Centers Prefer Unified Solutions
ID Theft Is All In The Family
Interactive Intelligence's Record Results
Verint & Witness To Merge
Gmail's Cool Factor
Teleperformance Reports Strong Growth
Enkata Reports Strong Growth
Web Anti-Fraud Measure Ineffective
Groundhog Fails To See Shadow
Vista's Speech Rec Troubles?
Dell CEO Resigns
Hosted Speech Takes Off
Colds In The Workplace
Customer Service Madness
Post-Mortem Service Charges?
Interview With The Hacker
Voxify Announces New CEO; Chairman Of The Board
New Facilities For Convergys
Entellium Honored By Frost & Sullivan
Targus Expects Strong Growth For 2007
Teleperformance Makes German Acquisition
Web Site Security
New GM for Onyx
Mercado Improves E-Commerce
Technology's Watchful Eye
Executive Pay Lunacy
Canadians Buying Online Less Than Americans
Google Goes To Space
Accent Reduction
Reverse Telemarketing
Paper Customer Service
One Percent Porn
3,000 Miles From Your Burger
Phishing Is Phlourishing
Jet-lagged Mice
Hubble Reprieved
Burger King Parody
Saving Customers
Mobile CRM
RightNow Names President Of Field Operations
Calling All Teleservices Providers
Outsourcer Owes Back Pay
Witness Systems' blog
Yahoo! Slump
East Europe BPO
Create A Buyer's Guide Listing
Hail, Eris!
Webinar today
VoIP Satisfaction
More Dell Woes
Who's Who In Teleservices
Cool Laptops
Tomorrow's Webinar
A Patent For E-Learning?
Goodbye, Pluto
iTunes Holdouts
$2 Million Grammar Error
Star Trek XI
Onyx Says "I Do"
Heat Insanity
Internet Paid Content
Posts To My Blog
Call Center Confusion For Medicare
AOL To Go Free?
AOL To Go Free?
Verint Acquires Mercom
Stone Age Faxing
Shine On You Crazy Diamond
The IP Contact Center Technology Pioneers
Customer Chaos: DirecTV
Nosy Neighbors
House Arrest For Lewis The Cat
Personal Trainer Via Podcast?
Outsourcing To Egypt
Teacher-Proof Ring Tones
Military Data Theft Debacle
Veteran ID Theft
RightNow Acquires Salesnet
New Call Centers
Issues Facing Call Centers
Also Sprach Zarathustra
Skippy's Birthday
Verizon Causes Pain
Colbert & The Blogosphere
Keef Vs. Tree
Nice Acquires IEX
Customer Service E-mails
The Song Tapper
Feedback On Credit Card Piece
Salesforce.com Acquires Sendia
Google My Pizza
Skills-Based Routing
Patents Gone Wild?
Aspect Is Now Complete
The Packaging Industry...
Impulse Buying Doesn't Work For Technology
IP-Based Call Centers
Largest Union Chooses SER
Real News?
Bands & Search Engine Feedback
Kudos To Convergys
Filipino Call Centers To Grow
Aspect Leads In Magic Quadrant
Credit Freeze Feedback
Aspect Does Outbound
Dialers On EBay
Credit Freezing
Mars Reconnaisance Orbiter
Outbound Provider: Last Call
Illiterate Spammers
Walmart Blogs Itself
Getting More Call Center For Less
Credit Freezing
Quit Sabotaging Your Customers
Calling All Outbound Solutions
Press Zero Anytime
Remote Support Webinar
Ancient History: CTI, Dialers
Call Center Sitcom
Bye, Jeeves
West Buys Raindance
Inbound Regulation
Hosted Call Handling
Gl├╝ckliche Geburtstag, Mozart!
CEO Of The Year
Online Holiday Shopping Summary
Cell Phone Taxes
Busted By Parrot
Promotion At Toshiba
Promotion At Symon
Call Centers On Mars
Sometimes Google Misses
Hangover Cures Debunked
Knowlagent's CEO Speaks
Connecticut's Credit Freeze Law
Knowlagent Is Fine, Thank You
Richard Branson Loves Me
Assault On English
Video On News Web Sites
Regulation & Politicians
"Podcast" Officially A Word
Disaster? What Disaster
Knowlagent Shutting Down?
Corporate IT's Downfall?
Impatient Customers
Walmart Versus America?
In-Flight Phone Usage
Disaster Recovery
Peter Drucker
Extraterrestrial Domain Registration
Sony Suspends Controversial Anti-Pirating System
Efficacy Of Tin Foil Hats
Go Away, Customers
Unlimited Afterlife Minutes
CRM Builds 72,000 Sq Ft House
UK Telemarketing Fines
Stressful Call Center Jobs
Singapore For BPO
Convergys Celebrates 5 Years In Alberta
New Salesforce.com Board Member
Record Oil Profits!
Sarbanes-Oxley Keeps Us Honest
Verizon Tops Customer Service?
SAP Tempts Siebel Customers
Onyx Offers Cash To Siebel Customers
Nigeria Outlaws Spamming
Walmart Customer Service
Interactive Intelligence Wins Best Of Show
Hi-Tech Beer Coasters?
VoiceGenie's New Customers
New Board Member For Salesforce.com
I'm An Oil Millionaire!
20% Customer Churn For Data-Compromised Companies
ClientLogic Wins Visage Mobile Contract
The Call Center World Shrinks
Viggo Mortensen Distracts Me
Aspect Software Is Born
Former Accenture CRM Head Joins Salesforce.com
Press 1 If You're Not An Idiot
Wanted: Psychotic Broker
UniPress Adds To Footprints
Dennis Goes To The Hoosegow!
Voice Print Opens London Office
RightNow's Gianforte Weighs In
CRM Wars: Episode IV, The Enterprise Strikes Back
Fiorina Teams With Steve Case
Solar Flares & Telecom
Teleservices Blog
Proficient Systems Tops In Georgia
Altitude Software In Mexico
Salesnet Celebrates "25"
The Truth Is Out There
Lap Tops Under $1,000
A Time For No Marketing
NetSuite Announces New Customer
Katrina Phishing Scams
Poky Mainstream News
Hang In There, New Orleans!
Happy Birthday, Flying Toasters
New "Ebay" Scam
Afternoon Tea
Vesuvius Erupts
Unisys To Service Venezuelan National Telephone
Opus Group's New Customers
Aspect Name To Be Retained
Nuasis Integrates With Aspect?
Genesys Expands Presence In Australian Teleservices Agency
Salesforce.com's Gold-Star Q2 Results
Collector's Edition Spam
Be A Stephen King Novel Victim!
Another Comcast Moment
Mission To Mars
HDI Announces New President And COO
U.S. Wireless Service Still Stinks
TELUS Reports Increase In Earnings
Frost & Sullivan Honors BeVocal
Take A Minute To Make ICE
Student Loan Provider Brazos Picks Compliance 360
Time To Start Burning Peat
Droogle: The Drinking Search Engine
Salesforce.com To Announce Financials On Wednesday
Empirix And Audium Partner For VXML Testing
Cisco And Censorship
Squirrel Training: So You Think Your Job Is Hard?
Political Protest Through Breakfast Choices
FrontRange Releases IPCC 5.0
Exclusive Interview With Concerto CEO Jim Foy
Real-Time Space Shuttle Tracking
Envision Announces Strong Growth; Frost & Sullivan Award
Accenture Study: Well, Duh
Regarding Analog Cell Phones
Contactual Available In Japan
Teleservices Agencies: Get Listed In October CIS
Neteller Awarded Contact Center Employer Of Choice Gold Award
AT&T CallVantage Covers Its Assets
Packet8 VideoPhones On Stargate SG-1 And Stargate Atlantis
ChoicePoint Reports Flat Earnings
James "Mr. Scott" Doohan Dies
Unocal Rejects Chinese Offer
MCI Eases Global Call Routing
Empirix And Genesys Offer Testing Solutions For Genesys Voice Platform
Cisco Board: Over 70s Need Not Apply
Layoffs At HP Expected
Siebel CustomerWorld 2005 Announced
David Sims' "India Versus China" Thoughts
Calling All Space Geeks: Webcast Of The Shuttle Launch
How To Sell 50,000 Units Per Hour
Bernie Goes To The Hoosegow: Bye, Bernie!
We Want Your Opinion: Who Is The "Best-in-Class"?
Hispanic Teleservices Corp's Kit Cooper Ernst & Young Entrepreneur of the Year
Vodafone Pulls It Together With Jacada Fusion
Forrester Finds Demand For Mobile Applications Outpacing Expectations
Call Centers' Hunger For Actionable Data Drives Profits For Inova's Real-Time Reporting Solutions
Shocking Evidence That Outsourcing Actually Works
IBM Says: No Phreedom Phrom Phishing
Today's Advertising "D'oh!" Moment
Deloitte & Touche/P&AB Weight In With Data Privacy Survey
Aspect Releases Uniphi Suite 6.1; Integrates eGain E-mail
The Birth Of Workforce Optimization
In-Stat Study Notes Telecom Focus On U.S. Ethnic Communities
Call Centers: Please Stop Asking For My Phone Number
Data Theft? What Data Theft?
Drowning In Reports? Leverage Customized Business Intelligence
FrontRange To Throw Its Hat Into The Hosted CRM Ring
Calling All Teleservices Agencies: Get Listed In The "Who's Who"
267,000 Subscribers Can't Be Wrong
The Wind From The Sun
SugarCRM: The First Open-Source CRM
The Bizarre Nature Of Internet Newscasting
Germans Host Mobile Phone Throwing Contest
Where Has The Money Gone? On Training, Of Course
How Exactly Is Outsourcing To China Going To Be Better Than Outsourcing To India?
Data Brokers Doomed To Walk The Same Path As Outbound Telemarketing
London Underground To Be Mobile Friendly By 2008
Verizon To Team With Genesys To Offer Hosted IP Contact Center Services
SAP Shows Up In The Same Prom Dress As Siebel
SAP Announces mySAP CRM Update At SAPPHIRE '05
A Great IVR Story
Siemens Continually Recognizes Fertile Ground With SMBs
What Is "Homeshoring"?
Companies Readying For The Leap To Speech
Ready For Do-Not-Fax Legislation?
Some Stats From The Top 50 Teleservices Agencies Ranking
The Shifting Speech Technologies Industry
ScanSoft & Nuance To Merge
MIT Student To Time Travellers: Party On, Dudes
Death To The Dancing Paperclip
Financial Services Offshoring On The Rise
Data Is A Plural Word
EADS TELECOM North America Changes Name To Aastra Intecom
Hosted CRM Plus A Little More
Shocking News: CRM Doesn't Implement Itself
GeoLearning CEO Finalist For Ernst & Young Entrepreneur Award
Gryphon Offers Regulatory Update
Perseus Releases New Web Survey Tool
Grab Your Towel, The Vogons Are Coming
DMA To Teleservices Agencies: Pay Attention To The Hispanic Market
India's Largest Outsourcer Reports 58% Growth
Federal And State Teleservices Legislation Update
Family Entertainment and Copyright Act of 2005
Web Cams: Corn, Hamsters, Volcanoes & Cardinals
Staying Current With Compliance
California: The Harbinger Of Identify Theft Disasters
Usernames, Passwords, PINs and Secret Handshakes
Comcast VoIP: An Extra $10 To Bang My Head Against The Wall
Disabling A Browser's "Back" Button
Dictaphone Selling Call Recording Business To Nice Systems
Altitude Software IP-enabling Altitude uCI
Feeling Sorry For Convicted Spammers?
Peeling The Couch Potato Off The Couch
Sendia Improves Wireless Delivery Of Salesforce.com
"A Symphony In Splinters"
A Vindication For Home Agent Programs
Happy Cheese Weasel Day
In Other News, The Newest Dance Craze Is "The Twist"
Does It Bother You That Amazon Knows Who You Are?
A Web Site To Diffuse Road Rage
Combatting Identity Theft
Happy 60th Birthday Eric Clapton
Talisma Acquires Knowledgebase.net
Supreme Court Debates File Sharing
Comcast And Customer Disservice
Symon Sees Record Growth In India
CEO Of Top 50 Stalwart NOVO1 Honored
Spamming The Spammers
Companies That Don't Accept E-mail
Ignoring The Potential Of The Mobile Internet
StarTek Ousts CEO Meade
Let's Drink To Bernie Ebbers In Prison
Would-be Phishers Foiled By Grammar Inabilities
Things I Love About E-Shopping, Part 672
Step 1: Insert Goldfish Into Slot A Via Valve B
Customer Service E-mail as a Marketing Tool
Welcome To America: Now Put Your Hands Up And Face The Wall
Phishing And Corporate Responsibility
On-Line Technologies Releases Call Center Solution
Does Nyah-Nyah Marketing Really Work?
Turning Banking Call Centers Into Relationship Centers
Dictaphone: An Old Dog With Very New Tricks

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