I know that I have been missing for almost a year now. I got consumed with a consulting project and developing a new call center elearning product. I am going to try to be more faithful. My desire is to now share with you some of the research I've been doing for the training. Please stay in touch. I am really going to! Let me know what you would like to hear about. Have any questions you would like for me to answer. I'll be glad to dig it out for you.