Steve Murtagh has over twenty years experience in the contact center and customer service world, most of it providing consulting, professional services, project management and training to customer focuesd companies in North America, Europe and the Middle East. He is a frequent speaker at industry conferences, and the author of numerous industry papers and publications. He is presently a founder and Managing Partner with Tyche Consulting Group, a management and technology consultancy focused on building long term customer loyalty through superior sales, customer service and product support operations. He is a private pilot, a very frustrated fly fisherman and the roommate of an obedience-challenged Labrador. This is his first serious dabble into the blogosphere, so be gentle with him.