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"So you say, ‘oh, he's talented or she's talented.’ They pick up the language really well. No, that person is talented and you suck with your terrible class!"

For the second year in a row I had the opportunity to the Customer Experience Summit in Bogota, Colombia, organized by the Colombian BPO and Call Center Association now called BPro. This year, the 16th Customer Experience Summit also incorporated the 9th Annual Awards for...