It wasn't long ago that we thought of ourselves as being in the call center business. From call centers to contact centers, from customer service to customer experience—our industry has evolved. But the thing is, we were never just in the call center business; we’ve always been in the people business—the relationship business. Now more than ever, the relationships we have with our customers, our competitors, our internal peer departments, our employees, and our leadership matter. What we do really matters.

In this issue:

• The Relationships Are Complicated crossword puzzle
• Measure your networking results in adventures by Sarah Stealey Reed and Dayna Steele
• Humanistic design is a service game changer by Rebecca Huval