Where do you turn to when you have a question in life? For most, the answer is probably Google.

Quick question for you: What is the right way to load a dishwasher?

I consider myself a bit of a Ms. Fix-It. I like to figure out and resolve problems on my own. One day after fixing a closet door, I looked at my roommate and proudly proclaimed, “Rebecca fixed it.” And I’ve never lived it down.

1. Know who will use the guide Who will be using this guide? It helps to put a face to the question. This person can represent a group of workers in your company.

1. Lunch-and-learn sessions A lunch-and-learn event is a voluntary meeting during lunchtime that you invite your employees to. It serves as an additional training session, which provides you an opportunity to update your agents on any changes in the call center.

When I was younger, I used to think that writing longer stories meant that you were a better writer. And while that might be true for Leo Tolstoy, the rest of us are not legendary Russian novelists.

I went on a hike outside of Knoxville, Tennessee the other day. Although, hike might be a generous term since, as a Colorado-raised girl, it was more of a nature walk.

Confession: I hate spending money. But, it turns out, sometimes life requires you to spend money, like when the transmission in your car is dying.

1. Understanding and communicating your expectations Talk about uncomfortable conversations. But discussing your expectations on both your and the BPO’s side is a crucial conversation.

I hate scary stories. If my friends want to watch a horror film, I’m out. No questions asked. These types of movies make me tense up, the stress causes me to curl into a tight ball, and then there is the inevitable screaming. (Please, keep this secret safe.)