Devoted to the call center industry, the agents on the phones, and their managers

Call centers can learn from Rupert Murdoch's bid to buy Dow Jones, the publisher of the Wall Street Journal. Owning Dow Jones may make FOX News seem more respectable (if that's possible) but it may kill the respectability of the Wall Street Journal, even if Murdoch doesn't add "nudes on page three", as AdHurl fears.

There is such a thing as economy of scale. The bigger your company is, the more efficiently it can operate. Certainly it would save money to share information between Murdoch's various companies. But if you get too big, and try to do too much, you can lose what you began with.

My call center won awards when it was small. But it couldn't provide the same service when it got big. It lost its unique selling point. And it went out of business anyway.