One Person Really Can Make a Difference

Recently I had the honor of accompanying a great friend and her son to an amusement park to celebrate his birthday. It was something he had been planning since Christmas. We arrived the night before and plotted our strategy for experiencing the “happ…

Call Centers: Heaven or Hell?

If Dante were alive today, one of his circles of hell would be a call center. Low-slung buildings in forgettable office parks in places where unions are scarce and land is cheap, the only thing missing are the demons and pitchforks. “Abandon all hope…