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I’ve been hearing the word “Purpose” a lot lately. It’s being used to address a person or organization’s mission and how that mission is above and beyond the function being performed. “Purpose” in the world of education has a very clear meaning to Superintendent Michael B. Matsuda of the Anaheim Union High School District. In […]

In our constant quest to find new ways to describe boring or irritating processes and services in a way that makes them sound exciting, we develop creative names: No Child Left Behind, Affordable Care Act, Permanent Seat Licenses, etc. However, the problem is that our customers find out that this is typically not something to […]

In too many local municipalities, when the call volume increases for the contact center, you simply hire more staff. When loud complaints arise, politicians make speeches echoing the community’s concerns. When the pipes burst, you create a laundry list of solutions without first identifying the root cause. That last example of reaction in local government […]