A Foyer Between Them

Audrey Fraizer Two decades ago LaWanda Rauss was a recruit answering calls and dispatching response for the St. Louis Fire Department (SLFD), Missouri (USA). She had put in close to 10 years as a paramedic for the same fire department, shifting to dispatch because, like a lot of people, she was ready to come indoors.

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By Kevin Pagenkop Quality assurance professionals are not always the most popular people in the center; fellow workers do not compete for their attention but, rather, they avoid it. In most communications centers, the staff demonizes the QA support, and management challenges the QA process when it comes time to propose the annual budget. But

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