Since its inception in the 1950s, the contact center has been the cornerstone of company-customer relationships. It’s the keeper of personal customer information, the ambassador of the sales organization and a source of knowledge for marketing efforts. While many customers have a love-hate relationship with contact centers, it’s still the place they turn to when they have a problem. How the contact center responds will dictate whether that customer sticks around or becomes an ex-customer. Essentially, the customer's relationship with the contact center strongly influences the trust in the customer relationship.