We have a special guest with us today, Rhonda Rothstein, who is currently the President of the North East region of the Society of Consumer Affairs Professionals. They do a lot of good work in our space, but more importantly Rhonda has been in the customer experience space for a long time focusing a lot on outsourcing. With about 15 years of business development and operations, I’m really excited to talk to her about some of her experience in thinking about outsourcing. What is outsourcing? 3:10Leading edge technologies 7:05Coaching organizations on where to start with outsourcing 7:53What to look for 11:15Having control 16:43“ There’s a lot of risk that gets mitigated by outsourcing. Obviously you’re not hiring those people in house, you don’t have to pay unemployment tax and health insurance benefits, manage them, and hire them. The list goes on and on, so it’s great to be able to just take that piece off of your plate and outsource it to a company that specializes in all of those things.” 5:47www.linkedin.com/in/rhonda-rohtstein