Quoted in Forbes Magazine Online

Some of my recent comments about informal learning (including one about the value of conversations around the water cooler) have found their way into Geri Stengel’s column about the outsourcing of customer service.

Read the entire article here: http://www.forbes.com/sites/geristengel/2012/12/05/outsourcing-customer-service-may-be-penny-wise-and-pound-foolish/.

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