At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC).  The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University. I work under contract as research ...
Imagine that it was a cold and snowy night... And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Both ...

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