About Us

Michael C. McMillan - Founder & Chief Editor

"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."
- Mahatma Gandhi

Michael is the Director of Sales for The Connection Contact Center, Social Media Chair Person on the Board of Directors for the Professional Association for Customer Engagement’s Midwest Chapter, formally the American Teleservices Association, international speaker, and author.

With over 13 years of experience in the contact center service industry, Michael has worked in every role from a front line agent to a system administrator and owner.  This diverse experience allows for him to engage and brainstorm with organizations to find the absolute best solution for their customers needs.  His belief is that if you take care of your customers, profits and growth will come.  In essence using customer service as your primary sales and marketing vehicle.  

Oscar Hauptman - Contributing Author

Academic with hands-on expertise in high-technology, innovation and entrepreneurship. Presently, Professor and Leader of Centre of Industry and Innovation Studies, College of Business, University of Western Sydney, Parramatta area, NSW.

Since 1986, have been a business management academic, specializing in Technology, Innovation, and Operations Management. Taught MBAs and Executives in the USA (Harvard Business School, Polaroid), Canada (Carleton University, Ottawa-Carleton Manufacturers Network), Australia (Melbourne Business School, Tenix, ICI Explosives, IWS), Israel (Technion, Intel), South Africa (Graduate School of Business of Cape Town University), Singapore (Singapore Management University Port Authority of Singapore, Institute of Engineers Singapore), Malyasia (MARDI), India (Tata Motors), Vietnam (Schmidt Vietnam), Sri Lanka (Zurich Insurance), Switzerland (IMD), Kazakhstan (KIMEP, Pegasus Workshop), Macau (U of Saint Joseph), Latvia (Stockholm School of Economics Riga)

Michael Pace - Contributing Author

Highly accomplished, dynamic Customer Service leader with distinguished career leading operations and improvement initiatives to achieve best-in-class customer experiences. Repeated success guiding teams to improve customer satisfaction scores, reducing costs, and delivering on broad strategies. Nationally recognized leader and speaker of Social Media Support and Community strategies. Skilled in balancing company’s best interests with customer needs to achieve business goals. Expert leader and coach with proven record of motivating high-performing teams to exceed both personal and organizational objectives.