We *Really Are* Happy to Serve You…

I had the good fortune to be able to persuade Emily Yellin, internationally-recognized Customer Service expert, to agree to be interviewed for this blog – I loved her keynote address at SpeechTek two years ago, and devoured her best-selling book “Your Call is (Not That) Important To Us”. In addition to being an author and […]

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Phone Phreakers

Phreaking is a slang term — now a common part of technology nomenclature — which is used to describe the activity of a subculture of people who study, experiment with, or explore (and yes, exploit) telecommunications equipment and public telephone networks. With the computerization of telephone networks, Phone Phreaking has become inseparably linked with computer […]

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What The Heck is a “Gonk”?!

Every now and then, a few sound files make their way from sound studio to sound studio — comic and sometimes painful voice-over sessions featuring celebrities unleashing various degrees of attitude towards producers, audio engineers, and anyone else in their path — sometimes justifiably so; often times not. An increasing trend towards using semi-recognizable (and fully unmistakable) voices […]

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Top Three On-Hold Cliches Which Need To Go Away — Now

I’ve been voicing on-hold systems and telephone prompts for many years — I feel privileged to have witnessed the marriage between telephony and customer metrics, and to see how that relationship has evolved and improved. I’ll be speaking at the On Hold Messaging Association’s conference in New Orleans in May, and I am so thrilled […]

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Adventures in GPS

I wrote a blog not that long ago about my first experience with a GPS voice while trying to make it to Astricon one year, which was held in idyllic — but remote — Carefree, Arizona. My mind was too focused on the memo I was writing in my head (“must get voice-over demo to Garmin ASAP!”) to really pay […]

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