In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of contact center experience. He has done everything from frontline agent, manager of frontline agents, contact center manager, fulfillment department manager, and was the manager of an escalation helpline. Mark is now with Lego where he is responsible for managing the operation support team and a group of product specialists within the contact center. His day is totally driven by the customer’s needs and desires. While a ton of fun, he says this is the most challenging job he’s had.