For low-priced, commodity-type products, automation is the most realistic venue as profit margins dictate that companies deploy LTC (lowest total read more

For low-priced, commodity-type products, automation is the most realistic venue as profit margins dictate that companies deploy LTC (lowest total cost of ownership) options, which are typically voice-automated, Web self-service, or offshore. For higher-priced products or consultative services such as furniture or retail financial services, the right balance between automation and live agent becomes more complex.

Gee, I never thought I had an effect on people until I was in Korea.

Gee, I never thought I had an effect on people until I was in Korea.

That's a thorn that has stuck in our sides for year. We went from being one of the best to read more

That's a thorn that has stuck in our sides for year. We went from being one of the best to the bottom 10 in the nation last year. I have let it be known from Day 1 in practice that we will not forget that.

This is good news for taxpayers and the states. We hope the Supreme Court will bring some clarity to this read more

This is good news for taxpayers and the states. We hope the Supreme Court will bring some clarity to this area of the law and affirm the principle that states are free to develop their own business climates, so long as they do not discriminate against out-of-state taxpayers.

They figured they would be moving, downsizing or able to pay it off.

They figured they would be moving, downsizing or able to pay it off.

The four seniors really organized things. I've seen it occasionally, but usually not everybody. For all seven of them to read more

The four seniors really organized things. I've seen it occasionally, but usually not everybody. For all seven of them to show up in great shape, that's a really big plus for us.

When someone comes to you and tells you she and her kids are alive because Shirley was in their school, read more

When someone comes to you and tells you she and her kids are alive because Shirley was in their school, it's indescribable. She takes her job very personally; it never shuts off with her.

It's special from the fact Sarah stuck with basketball, knowing she is not going to play a lot. I have read more

It's special from the fact Sarah stuck with basketball, knowing she is not going to play a lot. I have a lot of admiration for her.

Mostly I am sorry for the way I thought of other people. Like a good general, I had treated everyone read more

Mostly I am sorry for the way I thought of other people. Like a good general, I had treated everyone who wasn't with me as against me.