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  "documentTitle": "2016 Bond Cap Internet Trends 2016",
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  "authorName": "Mary Meeker",
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  "notes": "Data source: Global Contact Center Benchmarking Report, Dimension Data, 2015.",
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      "text": "Percentage of contact centers reporting channel popularity: 90%",
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      "text": "Source: \"Global Contact Center Benchmarking Report,\" Dimension Data, 2015. N = 717 Contact Centers, Global. Results are shown based on contact centers that actually tracked channel popularity. Percentage may not add up to 100 owing to rounding. Generation Y is typically referred to as \"Millennials\"",
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