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This is part five – the conclusion – of this series. Your Call Is Important to Us There’s a phrase the telecom industry has used for decades. You’ve heard it while pacing a room.You’ve heard it in parking lots.You’ve heard it while staring at a phone that refuses to cooperate. “Your call is important to…

The Layoffs You Were Never Supposed to See This is part three of the Disconnected series. Up to this point, the story has been structural and economic.This is where it becomes measurable. Because the most important thing to understand about telecom layoffs is not who was laid off in 2025. It’s how many people were…

This is part two of a multi-part series. For most of its modern history, the telecom industry operated under a simple assumption: if you wanted to grow revenue, you needed more people. More customers meant more retail stores.More stores meant more sales reps.More subscribers meant more technicians, more call center agents, more managers. The same…

This is part one of a multi-part series of articles discussing how the telecom industry went from people being one of their greatest resources, to being one of their greatest liabilities. When I started in the telecom business in 2004, retail sales was not considered an entry point – it was a proving ground. We…