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Hold Please

The hold music stops here. CX, contact center, and ops insights worth your time.

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Hold Please

Featured Posts

BPO

Jun 7, 2025

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3 min read

Hold Please...

A CX + Contact Center Ops newsletter

Devin Finlay

Back to School (Support Edition)

No need to fight over the last 5-subject notebook

Devin Finlay

Congratulations on Your $400K Survey Tool. Your QA Still Sucks.

Jul 29, 2025

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4 min read

Congratulations on Your $400K Survey Tool. Your QA Still Sucks.

Because nothing says "agent coaching" like a 19-tab dashboard no one reads.

Devin Finlay

How Marvel’s First Family Can Fix Your Contact Center

Jul 22, 2025

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5 min read

How Marvel’s First Family Can Fix Your Contact Center

“We’re not a team. We’re a family.”

Devin Finlay

Jul 15, 2025

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4 min read

You’re Gonna Need a Bigger Plan

Shark Ops Week: What if we treated call center operations like apex predators?

Devin Finlay

Jul 8, 2025

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4 min read

Monday just called. It brought friends

Post-holiday support volumes don’t take PTO.

Devin Finlay

Jul 1, 2025

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4 min read

Oh Innovation, Our Home and Native Land

You call it a nearshore strategy. We call it Tuesday in Moncton

Devin Finlay

The First 30 Seconds Are Killing Your CX

Jun 24, 2025

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3 min read

The First 30 Seconds Are Killing Your CX

When nobody answers, everybody loses

Devin Finlay

Quality

Jun 16, 2025

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4 min read

A Box of Scraps and a Feedback Loop

Iteration is the real innovation

Devin Finlay

BPO

Jun 7, 2025

•

3 min read

Hold Please...

A CX + Contact Center Ops newsletter

Devin Finlay

Featured Posts

Hold Please...

Archive

Back to School (Support Edition)

Congratulations on Your $400K Survey Tool. Your QA Still Sucks.

How Marvel’s First Family Can Fix Your Contact Center

You’re Gonna Need a Bigger Plan

Monday just called. It brought friends

Oh Innovation, Our Home and Native Land

The First 30 Seconds Are Killing Your CX

A Box of Scraps and a Feedback Loop

Hold Please...

Hold Please