Rod Jones is a contact centre legend. Based in Johannesburg, South Africa, he has consulted and advised on contact centres for over 40 years. Contact Centre Helper magazine once called him the most trusted contact centre advisor *globally*. His work takes him all over the world both to work with clients and to speak about his experience at conferences. Rod recently mentioned to me that there are a few problems that come up in almost every engagement he works on so I called to ask him about these common issues. rodjones.co.za www.linkedin.com/in/rodjonessouthafrica