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Working in a twenty-four seven call center had its moments. A caller that made one laugh, an issue that caused hair to be pulled out - it was a job that I loved regardless of the hours or crappy shifts. The most interesting were the overnight rotations. That's when calls came in every form - from the lonely that just wanted some form of human contact, the freaks that just tried to shock and the night-owls that prowled through registries tweaking and adjusting to get the most out of their systems. These were all reasons a lot of staff came and went - but were some of the reasons I remained and moved from job to job until I was in a satisfying position.

I now sat in a smaller exclusive office with a staff of thirty-two souls, all about the same age, working for a pretty progressive management team where recognition was freely given and everyone was friendly. Off-colored banter was pretty well a natural occurrence and rank really didn't have too much place. It was for all of these reasons that I found myself willingly sitting alone in a darkened office on Christmas Eve.

Gwen, my Team Manager, had fired off an email asking for coverage. Now, Gwen had often gone out of her way for me so when the grumblings began I fired back a quick email telling her not to worry and that I'd cover the shift. It didn't take long before I was summoned to her office.

"Jerry, thanks so much for volunteering for the coverage," she smiled, ...

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