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Curated Experience

May 19, 2016

One of my clients used to brag about his refusal to hire any more young people - his argument was "the damn millennials were too entitled." He would constantly hold up his attrition over the last 5 years as proof. He was in online retail and his margins couldn't handle the abnormally high turnover. So I was hired to...


May 14, 2016

Adrian joins the show to talk about the evolution of international outsourcing in the contact center space.

I would like to take some of the emotion out of it and focus on the facts. Back in the early 2000's when companies started outsourcing in India, the US customers were quite unhappy, but more and more companies...


May 9, 2016

Customers have lots of legitimate complaints about customer service - automated systems that seems to have been designed by sadist. They are constantly punted from one department to the next, and they have to repeat their problem over and over as they are punted from one person to the next like a football on 4th and...