Selena Castellanos’s stories

Although James Holzhauer fell short of dethroning Ken Jennings, who many consider the Jeopardy GOAT (greatest of all time), winning slightly over $2.5 million in a 74-episode span, he managed to turn the game on its heels winning just $60K shy of the all-time record in only 32 appearances. Many may draw the conclusion that […]

As fans anxiously await and secretly lament the end of “Game of Thrones”, for those of us who are relatively new to this phenomenon, the numbers are extremely impressive. According to Statista, “Game of Thrones” is the second winningest program in history with 38 Emmys, second only to Saturday Night Live with 54. Not too […]

When speaking to a Communications Service Providers (CSPs) or a Multi-System Operator (MSO), when they discuss the topic of voice, they are typically referring to an actual voice call. Voice messaging like voicemail may also fall into this category but for the most part it is connecting two or more parties on a voice call. […]

Communications Service Providers are facing unprecedented pressure from fraudsters, every channel is constantly being tested for vulnerabilities and in many cases, exploited. What is a carrier to do when as much 10% of their revenues are on the line? Telecommunications Risk Management Association, or TRMA, is a collection of mobile carriers, multiple system operators and […]

In many organizations the contact center is the heartbeat of the company. This is where almost every customer will eventually travel, whether it be to ask a question, purchase a new good or service or to complain when things are not working properly. An entire company’s brand can rest on the experience that happens here; […]

According to Nielsen, the average television viewer watches upwards of five hours of television per day, reaching eight hours in some areas. Although, in an omni-channel world, some might consider television simply another channel or avenue for accessing content, it is so much more. Television is a companion, a friend, a babysitter for a mom […]