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Leadership

Just be a leader! Easy right?

Leadership

+2

Doom Has Entered the Queue

May 11, 2026

•

2 min read

Doom Has Entered the Queue

What Avengers: Doomsday teaches us about contact center risk management

Devin Finlay
Devin Finlay

Quality

+2

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
Devin Finlay

Quality

+2

A Box of Scraps and a Feedback Loop

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
Devin Finlay

BPO

+5

Hold Please...

Jun 7, 2025

•

3 min read

Hold Please...

A CX + Contact Center Ops newsletter

Devin Finlay
Devin Finlay

Leadership

+1

Big Beautiful Bill for Customer Service

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
Devin Finlay
Hold Please

Hold Please

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