Anne was, for the record, everything one could hope for in a call center rep: She was passionate about doing the right thing for a disgruntled customer (me), poised and professional about how she handled my complaint, and profusely apologetic that she could not do anything to facilitate a more satisfying resolution to my problem.

FORBES: How to Fail your Call Centers

With this challenge looming large, I left the conference concerned that more people there were not talking and thinking deeply about quality and really using the online medium in ways that transcend anything we could do in a traditional classroom and our traditional system.

FORBES: Transforming Thomas Jefferson's Successful Education System