The Perfect Balance: How AI and Human Expertise Create Exceptional Call Center Experiences
Started integrating AI into your call center operations but worried you're losing the personal...
Read MoreShaun Grubert
Shaun Grubert is the owner and operator of A Message Center, the family-run live answering service whose roots in Millville, New Jersey go back to 1962. He leads a team of US-based, HIPAA-trained agents who answer around the clock for medical practices, property managers, and home-service businesses — carrying forward the standard his family set more than six decades ago: every call answered by a real person who treats the caller like their own. He writes here about what it actually takes to run answering and dispatch well, from HIPAA and BAA compliance to after-hours emergency triage.
Building Connection in a Digital World: How to Keep Your Remote Call Center Team Engaged and Thriving
Remote work has transformed the call center industry, offering unprecedented flexibility and access...
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Managing rental properties comes with countless responsibilities, but one challenge consistently...
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I was a Junior officer on Deck (JOOD) about a destroyer in the middle of the night. This position...
Read MoreTrust, Leadership, and Not Doing Stupid Stuff: Lessons from the High Seas
In my early twenties, I was given control of a massive warship. Let that sink in for a moment.
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Discover how AI-driven customer interactions can revolutionize your customer service experience and...
Read MoreHow to Actually Change Workplace Culture: Beyond Surveys to Real Change
There's a lot of talk about ideal workplaces and people leaving bad bosses. While spotting problems...
Read MoreEnsuring HIPAA Compliance in Your Medical Answering Service
Discover the importance of HIPAA compliance in the medical answering service industry and learn how...
Read MoreHow Blacklist Alliance Affects the Call Center World
Explore the significant impact of Blacklist Alliance on the call center industry and how it...
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