Call simulators can be nice tools when you want to provide supplemental training and practice for your agents, but they can’t replace the hands-on experience they’d get from dealing with real customers. In other words, call simulators work, but they’re not very practical for training purposes—especially in the long term.  […]

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Managing a call center well requires a lot of careful decision-making and even more data to back it up. At the same time, though, it can be extremely difficult to know which KPIs and metrics matter the most to your specific business. There are three types of call center reports […]

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Staying on top of what people are saying or writing about you is about more than ego. It helps you amplify the positive and quickly resolve anything negative—before it blows up. Healthcare providers face a unique challenge when it comes to their reputations. How current and future patients view you […]

The post Healthcare Reputation Management: 7 Tricks to Do First appeared first on .

I enjoy entrepreneurship, startups, business and the like the same way my brother in law enjoys baseball and basketball. Which is to say, I'm a rabid, foaming-at-the-mouth fan. Rarely a day goes by that I don't read, study, research, observe,...

Today I was struck again by what an amazing time it is to build an internet startup. I was on a phone call with a startup in the early stages. They've got an awesome idea, a smart team, good connections,...

I call myself an entrepreneur, but to be honest, a lot of times I don't. When someone asks me what I do - I often punt. I feel like if I'm going to describe myself as an entrepreneur, the next...

There are few segments more exciting right now than alternative payment systems. Earth's collective contempt for the entrenched payment tech industry is ardent. This industry has abused users, built regulatory walls to competition, made things insufferable for customers, and as...

I've enjoyed recreational fishing since I was a kid. Over the years I've had the chance to fish and associate with some top anglers, and I've noticed something about them - they don't waste time in an unproductive location. If...

First, let me tell you a little story involving butterflies and bladders. I've spent the past few days at MicroConf. Just a phenomenal conference, full of like-minded folks, loaded with actionable content. Not to get too carried away, but it...

Almost three years ago I wrote a blog post titled Hello, 2017. That was the last blog post I wrote. Since then I’ve been completely heads down building Highline Beta. It’s been quite the journey. Building a startup is basically an all-consuming experience, physically and mentally. The ups and downs are so intense, and so […]

Iain Carter takes a trip back in time to discover the origins of The Open.

Jon Rahm’s play-off defeat in the Spanish Open by the world number 398 shows golf’s enduring capacity to yield upsets - but this trait rarely extends to the Presidents Cup, writes Iain Carter.

Robert MacIntyre admits his golf was "in a dark place" this year before he turned it around and got into the world top 20.

Rory McIlroy hopes the presence at the Dunhill Links Championship of the men involved in talks aimed at ending the split in men's professional golf is a "good sign".

Tyrrell Hatton's victory at last week's Dunhill Links Championship provides pause for thought about how Europe’s leading tour might approach an uncertain future, writes Iain Carter.

The Irish government announces that it has given "provisional support" to Portmarnock hosting The Open Championship and the Women's Open.

England's Liz Young wins the Women's Indian Open by one shot to claim her second Ladies European Tour title.

Bernhard Langer, 67, wins a title for the 18th year in a row on the PGA Tour Champions' circuit.

Watch the closing stages of Jak Jones' surprise 13-9 victory over Judd Trump to reach the semi-finals of the World Snooker Championship at The Crucible, Sheffield.

World number three Mark Allen says he will never change and will continue to be outspoken on snooker issues.

Mark Allen suffers a shock second-round 4-3 defeat by Oliver Lines at the Northern Ireland Open at the Waterfront Hall.

Judd Trump continues his defence of the Northern Ireland Open title with a 4-1 victory over Barry Hawkins in Belfast.

World number one Judd Trump books his place in the semi-finals of the Northern Ireland Open with a 5-1 win over Shaun Murphy.

Judd Trump will meet Kyren Wilson in the Northern Ireland Open decider after easing to a 6-0 semi-final win over Elliot Slessor in Belfast.

Kyren Wilson claims his first Northern Ireland Open title by beating world number one Judd Trump 9-3 at the Waterfront Hall in Belfast.

Ronnie O'Sullivan suffers a 6-4 third-round defeat by Pang Junxu as the seven-time world champion is knocked out of the International Championship in Nanjing.

John Higgins loses his quarter-final tie with Chris Wakelin in frustrating fashion at the International Championship in Nanjing, China.

Bevan French scores a brilliant solo try for Wigan in their 38-0 win over Leigh in the Super League play-off semi-final.

Anna Davies scores five tries as a rampant England side sweep aside Wales in a record 82-0 win at Headingley.

Herbie Farnworth delivers a superb performance that includes two tries as England wrap up a 2-0 Test series victory over Samoa at Headingley.

England are proving they are good enough to match world champions Australia when the sides meet in March, Jodie Cunningham says.

Head coach Shaun Wane says he is just glad Herbie Farnworth is English as the Dolphins centre inspires a 2-0 Test series win over Samoa.

Watch highlights as England thrash wheelchair rugby league rivals France 66-33 at Robin Park in Wigan.

Watch highlights as a well-drilled England beat Samoa 34-18 in the first of two autumn Tests.

Watch highlights as Herbie Farnworth scores two tries to help England defeat Samoa 34-16 in the second autumn Test at Headingley Stadium.

Watch highlights as Anna Davies scores five tries for England in a record 82-0 win against Wales at Headingley, their biggest ever margin of victory.

England centre Amy Hardcastle moves back to St Helens for the 2025 season after two years with Leeds Rhinos.

Australia claim a Pacific Cup double as their men and women both win the tournament.

Former Leeds Rhinos and Great Britain centre Garry Schofield reveals he has been diagnosed with brain damage.

Scotland lock Scott Cummings is handed a one-week suspension for his red card during Sunday's defeat by South Africa.

Tom and Andy are joined by former Scotland captain Rory Lawson

The former Wales international has had a bumpy start as he transitions to playing American football.

BBC Sport Wales assesses a successful final weekend of the first block of games in the United Rugby Championship.

Dewi Lake is looking forward to an "incredible" experience of captaining Wales on home turf as he prepares to lead Wales out in Cardiff for the first time against Fiji on Sunday.

Former prop Cerys Hale hopes her ex-Wales team-mates have received their last apology from the WRU after being "let down" again by the governing body.

Ioan Cunningham has left his role as Wales women head coach after a troubled year on and off the pitch.

The story of Jim Roberts who inspired Team GB wheelchair rugby to Paralympic gold in 2021.

A community team became the best in British basketball before vanishing at their height.

Cardiff's number eight has gone from part-timer to facing world champions and back again in the space of 12 months.

The Welsh Rugby Union admits serious failings in contract talks with the senior women's team.