When Jim Ball ran a traditional call center in Golden, Colo., in the late 1990s, employee turnover was rampant. Often, Ball was forced to hire just about anyone who walked in the door because few people were willing to commute to the call center and sit in a sterile cubicle for minimum wage.
When Ball and his partner Steve Rockwood sold the call center in 1997, they decided the next business would be radically different: Customer service agents would work from home.
Dispatches From The Front 
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