www.greglevin.com

Wow, how was I missing this site all this time? Here's a guy who really gets it; no nonsense, a splash of humor and a willingness to put some of those old "sacred cows" of contact center conventional wisdom out to pasture. If you get a moment, go to his site, www.greglevin.com He has a book that should be out soon. Looks like it will be a good read.