Growing Up in a Call Center: Thomas Laird First Contact: Stories of the Call Center

Possibly the single most interesting exception to the whole "working in a call center was my college job" thing, Thomas Laird is a business leader that started "working" in a call center at age 9, helping his parents. Many years later, Tom heads his own hundreds-of-agents-strong call center with refreshing wit and wisdom, presenting an innovative approach to problems that plagued the industry for ages.  This is First Contact, Stories of the Call Center, Episode 7 of Season 1.