How Can I Help You? Exploring Empathy Work in Customer Support
In the customer support industry, a foundational business strategy is to create the illusion of proximity between agents and the customers they serve. Providers...
Remembering the Blister: How What Didn’t Kill Me Made Me Stronger
I’m an ethnographer at a major financial institution. My work became a lot more meaningful after my family and I lost our home in a devastating arson attack. In...