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This week's double episode offers an important reminder: successful contact center initiatives are not "one size fits all." ServiceNow's Abhijit Mitra, our first guest, reveals the importance of adapting technology to the unique needs of the contact center operation, agents and customers.  It is not enough for technology to be "powerful" -- it must be relevant. Later, we chat with Brian Johnson of Hotwire, a finalist at this year's CCW Excellence Awards.  Johnson details his organization's approach to training and performance management, paying specific importance to context.  It is not enough to cultivate talented agents -- they must be right for the business and its customers.