In your ideal tech world, everything is free. But, I hate to break it to you, that is a fantasy.

You know that call flows are important to support your call center agents. Maybe you haven’t had success with them in the past, but you are willing to give call flows another try.

As a business, you have loads of knowledge. The problem is how to capture and keep track of all that knowledge.

Running a call center is not for the faint of heart. Day in and day out you answer calls from customers asking questions, complaining about issues, and wanting you to solve all of their problems.

I have a terrible memory, which isn’t ideal for most life situations. So, I’ve gotten into the habit of setting reminders along my path so I don’t forget things.

Sometimes when I look at the different types of knowledge bases available, I feel like I’m comparing an orange and a tangerine. They seem so similar and yet I know that they are different.

Confession: Whenever I go shopping, I look at the price tag on something before I take a really good look at the product.

Whether we mean to or not, we score everything in life.

When I coached high school volleyball, each of my players had different strengths and weaknesses.

“Don’t put all your eggs in one basket.” It’s a cliche phrase that has rung true for most of my life. You don’t want to put all your hopes and expectations into one outcome.