We want to believe everything in life is black and white. There’s only good and evil. There is no in-between.

Who needs a knowledge base? Which industries benefit from having a knowledge base?

It is challenging working as a call center agent. Customers calling your company expect call center agents to be experts at every aspect of your business when they call. And that’s a lot of pressure on one person.

Life is about challenging ourselves. Some people naturally crave improvement, always looking for a way to get better. Others need an extra push to get better.

Have you ever been in a conversation and completely forgotten what you were going to say?

By the time you are an adult, you’ve probably had the opportunity to call into a call center. Maybe it was to schedule an appointment with a doctor or to figure out why the internet wasn’t working.

Being a call center agent is a lot like juggling.

Working for a call center, you know how critical it is to provide your agents with documented policies, procedures, and call flows to help them handle calls.

One movie quote that gets a lot of life with my friends and family comes from a Shakespearian knock-off film from the early 2000s, She’s the Man.

In one classic fairytale, Hansel and Gretel go on a walk in the woods. They lay bread crumbs as they walk so that they can find their way home.