A Little Knowledge is a Dangerous Thing


What if instead of training me to know a little about everything I was trained to know everything about something? What if instead of just telling the caller what they did was wrong, I could tell them what would be right? If I were trained to take just ONE kind of phone call instead of being prepared to face ANYTHING, I think the system would work better.

Multi-Tasking Does Not Work (and Why)


Multi-tasking is phenomenal… for computers. For your brain, on the other hand… not so much.