September 15, 2011 - by Wendi Pomerance Brick
As agencies respond to the Presidents order to streamline customer service, it is critical they rely on people, process, procedures, and technology to ensure the highest quality is delivered for every caller, every day. The way we did business five years a... More »
February 19, 2011 - by Karen Friedman
As I exited Amtrak at Philadelphia's 30th Street Station and made my way to the escalator destined upward to the grand train lobby, the oddest thing happened. The moving staircase that was still packed with people heading down to the train platform suddenly changed dire... More »
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