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Quality

QA

Quality

+2

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
Devin Finlay

Quality

+2

A Box of Scraps and a Feedback Loop

Jun 16, 2025

•

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
Hold Please

Hold Please

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


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