This edition aligns insightful contributors to share their expertise. In Feature/Focus, Philip Coen, one of the top 5 individuals in the world most influencing the call center industry in the ‘90s, shows us how to select operation locations abroad. Dr. Jon Anton and Kathy Dean offer advice on hiring and explore 16 characteristics needed for hiring an effective management team in HR. Special Report investigates and researches Industry Trade Associations, outlining association information supporting the contact center industry today, and in the future.

Rhonda C. Proctor, Editor