In this welcome to the new year of 2007 issue, we explore many important topics especially in two very in-depth Special Report articles. You will be treated to a first-hand account of the Global State of the Contact Center Industry. The article delves into many, many areas that are pertinent to what is being done in contact centers and addresses the big question of, Are we doing the right things? There is also a very interesting section that looks at the issue of the gap between what companies think o

Linda Driscoll-Dobel