A few quarters back, I was advising a SaaS logistics company that was drowning in inbound calls. Most of it was routine: “Is this feature on my subscription plan?”, “How do I reset my login?”. But ...

When answering the phone, do you lead with a “hello” or “[insert name] speaking”? Or do you simply pick up, breathe into the receiver, and hope the other person says something? Well, the latter might ...

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