Home

Hold Please

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

Written by

Hold Please

Featured Posts

BPO

Jun 7, 2025

•

3 min read

Hold Please...

A CX + Contact Center Ops newsletter

Devin Finlay

Brand New Day

Spider-Man rebooted his whole life. Your CCaaS migration should take notes.

Devin Finlay

May 25, 2026

•

1 min read

Hold the Line

Memorial Day, front-line service, and the attrition problem we keep calling a mystery

Devin Finlay

The Long Weekend That Eats Your Monday Queue

May 18, 2026

•

2 min read

The Long Weekend That Eats Your Monday Queue

Victoria Day, volume debt, and why Canada figured this out first

Devin Finlay

Leadership

May 11, 2026

•

2 min read

Doom Has Entered the Queue

What Avengers: Doomsday teaches us about contact center risk management

Devin Finlay

Quality

She Handled Escalations Before You Even Dialed

May 4, 2026

•

2 min read

She Handled Escalations Before You Even Dialed

What your mom already knew about contact center ops

Devin Finlay

Aug 5, 2025

•

3 min read

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

•

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

•

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

•

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

Featured Posts

Hold Please...

Archive

Brand New Day

Hold the Line

The Long Weekend That Eats Your Monday Queue

Doom Has Entered the Queue

She Handled Escalations Before You Even Dialed

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

Hold Please