The QAQnA coffee time mantra:
15 minutes, one cup of coffee, five great links.
Customer Service Queues: Fair, Fast or First?
Megan Cullingford: Customer Service DOES Exist!
Are You Measuring the Right Call Center Metrics?
Six Ways to Make Your Meetings More Productive
Best Practices for Twittering Your Brand
Ahhhhhhh! Enjoy.