The Director of Contact Center for Global Services for Johnson & Johnson Katerina Vranovska joins us from Shared Services Eastern Europe in Budapest where she shares that her function was once internally facing and now she services external clients. Based in Prague, the organization is in the process of building a customer service shared service business right there in the Czech Republic. The global services center in Prague is already successful so the business is ready to be built there and Katerina suggests that the city and country itself is a calling card for the business as nearly 50% of J&J employees are foreign workers.