Customer Experience News & Trends

3 traits of enormously successful contact centers

Most contact centers break even – in customer satisfaction and on the books. Then there are those that are enormously successful. Here’s what puts them ahead of the pack.

How a marketing disaster led to success

Just about everyone with a smattering of business knowledge knows the story of Ford Motor Company’s biggest failure: the Edsel. But fewer people know how the Edsel fiasco led to one of the carmaker’s biggest successes.