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The Ball is in Your Court

The Ball Is in Your Court

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....

Are You Sure Your Contact Center Is on Solid Ground?

Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That...
Strategizing and Planning a turnaround in the contact center

Dawn of a New Day

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much”...
Author Q and A

Author Q&A: Backstage at the Customer Experience

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set...