Michael D. Trotter is a passionate leader in the call/contact center industry. He has invented the term "business karaoke" to describe most companies' behavior when it comes to being customer focused. He sees things through the eyes of customers and employees and has often taken the path of most resistance to make his point. Having spent the past 14 years involved with the daily operations of call/ contact centers, he has had a chance to put this philosophy into practice. Currently, Mike Trotter is the executive director of the Center for Customer-Driven Quality at Purdue University.