Devin Finlay

Customer Care Ops with Stark logic: build fast, learn faster, fix what broke, repeat

Jun 1, 2026

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2 min read

Brand New Day

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

Devin Finlay

May 25, 2026

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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

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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

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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

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2 min read

She Handled Escalations Before You Even Dialed

What your mom already knew about contact center ops

Devin Finlay

Aug 5, 2025

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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

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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

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3 min read

Hold Please...

A CX + Contact Center Ops newsletter

Devin Finlay

Leadership

Jun 6, 2025

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2 min read

Big Beautiful Bill for Customer Service

If you can't make fun of politics, what else are you going do on social media?

Devin Finlay